We retain records of all complaints received and the measures taken for three years from the date the complaint was received. This record may be used to help the Financial Ombudsman if necessary.
In handling complaints, we aim to identify and remedy any recurring or systematic problems, for example, by:
The Financial Ombudsman Service is an independent and government-backed service designed to help retail consumers and small commercial businesses (annual turnover of less than £1million) who find themselves in a dispute with a financial organisation such as us.
It is a free service, and it can be contacted at any point in a dispute providing the complainant has first contacted the financial organisation with whom the dispute relates to. Most cases are resolved within a 6-month period however some inevitably take longer (depending on the nature and complexity of the case).
The Financial Ombudsman can consider complaints about a wide range of financial matters – from insurance and mortgages to savings and investments. They are not a regulator or trade body or a consumer champion – their role is to take an objective standpoint and help settle disputes.
Consumers do not have to accept any decision made by the Financial Ombudsman and at all times the consumer has the right to seek redress in a court should they so wish. However, if the Financial Ombudsman’s decision is accepted by the complainant then it is binding both the firm and the complainant.
To contact the Financial Ombudsman Service, consumers should write or telephone or email their situation to:
More information on the Financial Ombudsman Service can be obtained by visiting www.financial-ombudsman.org.uk or by downloading the booklet entitled “Your complaint and the ombudsman” from this website.