Our Complaints Handling Process

We pride ourselves on our standards of customer service and fully observe the standards of 'Treating Customers Fairly' as set out by the FCA.

If you wish to make a complaint about our products or services, the first thing you should do is discuss the matter with your agent. They will review your complaint with a member of our management team and, if the matter can be resolved at local level, will aim to get your complaint resolved within 1 working day. If they cannot resolve your complaint it will be passed to our Customer Service Team who will contact you directly.

If you are unhappy with the resolution offered, or continue to be dissatisfied with the service you are experiencing, please contact our Customer Service Team.

We always hope that we can resolve any issues you raise and we always aim for complete customer satisfaction. However, if we are unable to resolve your complaint within 8 weeks you can refer it to the Financial Ombudsman Service:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

If you have question about our Privacy Policy, about the data we keep and how we process data or to exercise your rights or make a complaint please contact our Customer Service Team. You can also make a complaint to the Information Commissioner's Office:

Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Telephone: 0303 123 1113
Email: casework@ico.org.uk
Website: ico.org.uk