How to Make a Complaint


It is always our intention to provide an exceptional service. However, if you are unhappy with our service please contact us immediately and we will endeavour to provide you with the service you are entitled to.

You can contact us by:

Phone: 020 3890 5160


Post: Webb Ellis House, Rugby Road, Twickenham TW1 1DS

If we are unable to resolve your complaint by close of business on the third working day after receipt, an acknowledgement will be sent no later than 5 working days after receiving your complaint confirming who is dealing with the complaint and when we will expect to respond to you. Within 8 weeks of the date we receive a complaint we will provide you with our final decision. If you remain dissatisfied, you may be eligible to refer the matter to The Financial Ombudsman Service

You can contact The Financial Ombudsman Service by phone: 0800 023 4567 or by post: The Financial Ombudsman Service, Exchange Tower, London E14 9SR.