Complaints Procedure

How can I complain?

It's our intention to give the best service, but sometimes we might not get things right first time.

If you are unhappy with our service and want to let us know, please contact our Customer Services Team who will try to resolve the problem for you. If they are not able to, they will record your concerns and forward them to the Customer Relations Department for a full review.

By Telephone: 02393 601750

In writing:

Please address all written correspondence to:

Our customer service team at,


  • Compass House
  • Compass Way
  • Portsmouth
  • PO64PS

Email

Please note: Personal information should not be sent in email messages for security reasons.

To help us look into and fix any problems that you have please supply the following information:


  • Your full name
  • Address
  • Date of birth
  • Daytime telephone number
  • Full details of your concern

We will try to fix your concerns immediately, but if we are unable to resolve your complaint within five days, we will write to provide you with the following information:

Who is handling your complaint

When we will call or write to you again

We will keep you informed until your complaint has been closed. If your complaint is complex, it might take longer to fix. If a satisfactory outcome has not been achieved within eight weeks we will:

Send you a Final Response, Letter. This will detail our final position. At this point, you will get a leaflet outlining your rights with the Financial Ombudsman Service. For more information please refer to www.financial-ombudsman.org.uk If you are not satisfied

If you are still not satisfied, please contact the department that managed your complaint to agree on what to do next. If you are still dissatisfied, you can ask for a review from the Financial Ombudsman service.

They can be contacted by:

Post:

  • The Financial Ombudsman Service,
  • Exchange Tower
  • London
  • E14 9SR

Telephone: 0800 023 4567. Calls to this number are normally free for people ringing from a "fixed line" phone - but charges may apply if you call from a mobile telephone

Telephone: 0300 123 9123. Calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs

Website: www.financial-ombudsman.org.uk

Email: complaint.info@financial-ombudsman.org.uk

Apply now, or call our expert team 02393 601750

Apply now