What happens once I have raised my complaint?

Tuesday 28th September 2021

What happens once I have raised my complaint?

If we are unable to resolve your complaint within three business days following the day on which it is received, we will send you an acknowledgment letter. If by 4 weeks after your complaint is received, we are unable to provide a final response, we will inform you and indicate when we expect to be in a position to send our final response. The majority of complaints will be quickly and satisfactorily resolved by this stage, however, if the matter is more complex and involves a third party, it may take longer to resolve. In our final response letter, we will set out our final view on the issues raised in your complaint and tell you whether we:

Accept your complaint and – where appropriate – are offering redress
Are offering redress without accepting your complaint or reject your complaint.

If we reject your complaint, our final response letter will explain why we have reached this decision. If by 8 weeks after your complaint is received, we are still unable to provide a final response we will issue a letter to advise you of your escalation rights.

At this point, if your agreement is regulated by the Consumer Credit Act or your complaint relates to an insurance product linked to your account, you will be entitled to refer your complaint to The Financial Ombudsman’s Service. Additionally, if you are a small to medium sized business, you may also be able to refer your complaint. If you wish to refer your complaint at this point, please contact them directly and they will be able to confirm whether they are able to help.