How do I make a complaint?
Telephone us on 0208 731 3087. Our customer services team are available from 9:00am to 5:30pm Monday to Friday.
By e-mail to firstname.lastname@example.org , please note that additional personal information should not be included in this message for security reasons. We will respond by telephone or letter for the same reason;
Or, if you prefer in writing. Please address all correspondence to the Complaints Manager and use the following address:
511 Centennial Park
We will acknowledge your complaint as soon as it is received and issue a case reference number. Wherever possible we aim to resolve your complaint by the end of the next business day but if it requires further investigation we will nevertheless aim to have a resolution and issue a response to you within 7 days.
However, if your complaint does require further investigation and it is not possible for us to resolve it within 7 days, we may take up to 8 weeks to respond in writing with our final response. We will let you know if this is the case. You may contact the Financial Ombudsman Service if you are dissatisfied with our final response or the handling of your complaint.