Making a complaint

Once we’ve got your complaint, we aim to resolve it as quickly as possible.

• If we can resolve your issue within four working days, you'll receive a letter or email with your Financial Ombudsman Rights.
• Some issues can take a little longer to fix. If this is the case, we’ll send you an acknowledgement of your complaint within five working days of receiving it and keep you regularly updated.
• When we’ve got a fix we’ll give you a call or send you a letter.
• Whenever possible, your complaint communications will be sent using E-mail and SMS - please check your junk folders in case these messages end up there.
• If we do need to call you, it's worth knowing that some calls may display as 'unknown', 'private' or 'withheld.’

To help us look into and resolve your complaint, please give us:

·         Your name and address

·         Your account details

·         A description of your complaint

·         When the problem occurred

·         How you’ve been affected by this

·         A contact number and email address

Why we need this

This information will help us understand what has gone wrong. That way, we can make sure we pass your complaint to the right person to fix the problem.

Your contact details will help us to get hold of you if we need to discuss your complaint or require further information.

If you need an update on a complaint you’ve made, feel free to get in touch. Please use the contact details in the letter, email or text we sent you.

If you want to give us more information, or you want more from us, and wish to do this online, please follow the ‘Existing Complaint’ journey using the ‘Chat to Cora’ button.

If for some reason we haven’t been able to resolve your complaint within eight weeks, or you’re not satisfied with the resolution you can refer your complaint to the Financial Ombudsman Service.

If you receive a final response letter from us and you want to contact the Financial Ombudsman Service, you’ll need to do this within 6 months of receiving our letter.

You can contact the service by writing to:

The Financial Ombudsman Service
Exchange Tower
London E14 9SR

You can phone them on 0800 023 4 567, 0300 123 9 123 or 0207 964 1000. You can also email them at complaint.info@financial-ombudsman.org.uk.

Or visit the Financial Ombudman Service Website.