Complaints Policy

The following complaints procedure is made available to every customer upon request. We define a complaint as ‘an expression of dissatisfaction whether oral or written, and whether justified or not, from or on behalf of an eligible complainant about a firm’s provision of, or failure to provide, a financial services activity or a redress determination, which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience’. We allow complaints to be made by any reasonable means in compliance with DISP 1.3.2 (1) and recognise that all complaints require a resolution. 

If you feel dissatisfied with any aspect of our service, then we allow a complaint to be made by any reasonable means with the inclusion of: complaints by post, telephone and via e-mail. You should contact the Complaints Manager at:
  • Telephone: 0808 169 6060 (option 4, calls to this number are free from landlines and mobiles)
  • Email: 
  • Post: Whiteladies Business Centre, 12 Whiteladies Road, Clifton, Bristol, BS8 1PD

We will immediately carry out an independent investigation of your complaint and will provide a written acknowledgment to your complaint. We expect this to be within 5 working days of your complaint. A final response will then be issued within the 8-week statutory deadline. The content of the final response will include the details of the investigation conducted by the Complaints Manager as well as detailing remedial action where applicable.

We provide details for the Financial Ombudsman Service when issuing a final response, or after 8 weeks of receipt of the complaint if we have been unable to provide a final response. Contact details for the Financial Ombudsman Service are also provided below. 

If you are not satisfied with our response, or if a complaint is not resolved after eight weeks and you are an eligible complainant as defined by the Financial Conduct Authority, you may refer the complaint to the Financial Ombudsman Service. Details of the Financial Ombudsman Service are:

The Financial Ombudsman Service
Exchange Tower
E14 9SR
020 7964 1000 (switchboard)
+44 20 7964 1000 (for calls from outside the UK)
020 7964 1001 (main fax)
0800 023 4 567 Calls to this number are now free on mobile phones and landlines
0300 123 9 123 Calls to this number cost no more than calls to 01 and 02 numbers

We have the option of providing consent to the Financial Ombudsman Service to consider complaints outside of the six -month deadline. However, our consent must be given for this to occur. Our consent will be determined on a case by case basis and may vary depending on the subject matter of the complaint.