Complaints Policy are committed to providing services of the highest standards. That’s why we really value your feedback. Letting us know when you are not happy with our service gives us the opportunity to put matters right for you and improve our services for everybody.

We will always do our best to respond as quickly as possible. In each case, we will listen to you and put matters right if we can.

Our Complaints Process

Please follow our complaints procedure to help us resolve your complaint as quickly as possible.

Giving us details of your complaint

If you want to complain, please provide the following details.

  • Your name and address
  • Your daytime phone number
  • A clear description of your complaint or concerns, including details of the product(s) in question
  • Details of how you would like us to rectify the situation

We will do our best to sort out your complaint immediately. Sometimes it may take longer to fully investigate. If this happens we will do the following.

Your complaint will be acknowledged in writing within 5 working days of receipt.

Keeping You Updated With Our Progress

We will acknowledge receipt of any complaint within two working days.

We aim to resolve complaints within 14 working days. If we are not able to do so, we will always write to you explaining what is happening and when we expect to conclude your complaint. Once an assessment and full investigation of your concerns have been made, we will send you a final response letter.

How to Contact Us

Unit 13a, 1st Floor Offices,
Dunscar Business Park
Blackburn Road

Telephone: 01204 899 220


If you e-mail us, we usually reply to you by e-mail. However, if we need to refer to confidential information or enclose copies of important documents, we may contact you by post instead so please provide your address even if you write to us by email.

What to do if you are dissatisfied with our response

If you still remain dissatisfied with our final response, you can ask the Financial Ombudsman Service to review your complaint. The Financial Ombudsman Service provides a free independent service for customers to resolve disputes with financial firms.

The Financial Ombudsman Service will only deal with your complaint if you have given us the opportunity to put matters right, so please contact us first and we will do all we can to help you.

You may refer a complaint up to six months from the date of our final written response.

How to contact the Financial Ombudsman Service

By post:
Financial Ombudsman Service
Exchange Tower
E14 9SR

Telephone: 0800 0234567 or 0300 1239123 from a mobile.