Making a Complaint

We always aim to provide the highest possible levels of service and advice. Even so, we appreciate that there may be occasions when clients have a complaint. In order to make a formal complaint, please let us know by letter or telephone in order for us to resolve it as quickly as possible whilst ensuring we treat customers fairly:

Call us: 07825 212779

Lines are open between 9am and 5pm Monday-Friday.
Calls may be recorded for training and monitoring purposes.

Write to us:

Aller Cross House,
Devon, EX15 2BU

How will my complaint be dealt with?

We aim to deal with complaints as quickly as possible. In all cases we will send a prompt written acknowledgement. We will fully investigate your complaint and respond to you within eight weeks of receipt. If there is any reason for a delay in responding, we will let you know.

What information do I need to provide?

In order to help us deal with your complaint please provide us with your account details (if you have them), up to date contact information and as much documentation as possible that supports your complaint.

What if I’m not happy with your final decision?

If you’re still not satisfied once you’ve received our final response you can refer your case to the Financial Ombudsman Service using the details below:

Financial Ombudsman Service
Exchange Tower
E14 9SR

Please note – the Financial Ombudsman Service will not look at your complaint until you have exhausted our internal complaints procedure and received our final response letter.