If you do have a problem then we would like to hear about it. We aim to deal with your complaint sympathetically and we will do our best to resolve your problem as quickly as possible. Complaints that we cannot settle may be referred to the Financial Ombudsman Service.
How we deal with your complaint
If you have a problem, you can contact us in several ways:
- Visit your nearest branch
- Telephone our Customer Relationship Team on 08456 004 005
- Write to Member Services at:
Duffield Hall
Duffield
Derbyshire
DE56 1AG
Your complaint will be handled by, or referred to, a member of staff who has appropriate experience and is authorised to resolve the complaint.
Our commitment to you
We will try and resolve your complaint by the close of business on the working day following receipt (Monday - Friday but excluding bank holidays).
We always try to resolve complaints as quickly as possible.
Regrettably some complaints take longer to investigate and resolve and if it is not possible to resolve within this time, then we will ensure that we send you a letter acknowledging your complaint within five days of receiving it. Our letter will tell you the name of the person dealing with your complaint and included will be a copy of a leaflet entitled Our Commitment to Complaint Services.
If we are able to resolve the complaint in five days we will tell you that this letter is also our Final Response.
If we have not been able to resolve your complaint within five days, we will write to you within four weeks of receiving your compliant, with either a Final Response or if we are not able to do this within four weeks we will explain to why and tell you when we expect to be able to provide you with our Final Response.
By the end of eight weeks after receipt of your complaint we will send you our Final Response. If we have not been able to provide our Final Response in this time we will tell you in writing our reasons for the delay and indicate to you when we will be able to do this. At this stage if you are dissatisfied with the delay you can refer the complaint to the Financial Ombudsman Service and details of the scheme will be sent to you with this letter.
If you are dissatisfied with our Final Response you may refer the complaint to the Financial Ombudsman Service. Details of the scheme will be sent with the Final Response. You must refer the complaint to the Financial Ombudsman Service within six months of the date our Final Response is sent to you.
Contact details for the Financial Ombudsman Service:
South Quay Plaza
183 Marsh Wall London
E14 9SR
0845 080 1800
www.financial-ombudsman.org.uk
enquiries@financial-ombudsman.org.uk
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