2.1 Once you contact us with a formal complaint, we will try to solve the problem immediately.
2.2 However, if this isn’t possible, we will send you an acknowledgement letter within 5 working days, giving you the name of the person who is dealing with your complaint.
2.3 We will attempt to investigate and resolve your complaint within 15 business days upon receipt of your complaint. However, if we need to carry out a detailed investigation, we will send you an update on the progress of your complaint which will include the deadline by which you should receive a final reply.
2.4 We will attempt to investigate and resolve a complaint within 35 business days. However, if we don’t reach a conclusion within this timeframe, we will inform you of your right to refer the matter to the Financial Services Ombudsman.
3 Financial Services Ombudsman
3.1 We’ll always try to find a satisfactory solution for you. However, if you are not satisfied with the outcome, you may be eligible to take your complaint to the Financial Services Ombudsman. The Financial Services Ombudsman is independent and they deal with complaints which consumers have about financial service providers. It’s a free service to you.
3.2 How to contact the Financial Services Ombudsman: