Every complaint is different, but here’s what you can expect from us:
- We will acknowledge your complaint within 2 working days
- We will complete a thorough investigation into your complaint
- We will endeavor to send you a final response within 4 weeks of receipt of your complaint, but if we are unable to provide you with a final response within this time frame, we will provide you with an update
- We will always send a Final Response within 8 weeks of logging the complaint with us
- You will be made aware of your rights
- In extenuating circumstances, where the above does not happen, you will be kept us to date as to why this is the case
If you are unhappy with the outcome of your complaint, and your complaint relates to our regulated Cycle to Work Product or our Health Cash Plan Product, you may be able to refer the matter to the Financial Ombudsman Service at:
The Financial Ombudsman Service Exchange Tower London E14 9SR
Telephone The Financial Ombudsman Service on 0800 023 4567 (free from UK landlines and mobiles) or 0300 123 9123 (Calls to 03 numbers cost no more than a national rate call to an 01 or 02 number from any line including a mobile and will count towards any inclusive minutes you may have)
Or simply log on to their website