Complaints Policy

Though we aim to exceed expectations, we also acknowledge that on occasion we may not get everything right first time.
If this happens we will be responsive, listen to the feedback, acknowledge any concern to reach a solution promptly.

The process we follow is –



We would like to sort out any complaint as soon as possible.

Most can be resolved informally. In the first instance contact us on 01202905531 and we will try our best to sort the matter out.
We would strongly advise you to do this if the matter is urgent and where any delay could lead to further damage. If you make contact in person or by phone, make a note of the name of the person you speak to. If a solution is offered at this point, make a note of this as well. If you are not satisfied or do not wish to resolve matters informally, you may pursue a formal complaint.

Your complaint can be sent to:
[email protected]

Please provide us with as much detail as possible to help us address your complaint. This will help us resolve a complaint as quickly as possible.



We will provide acknowledgement of your complaint within 5 working days of receipt. You may be contacted to make sure that we have understood your complaint properly or to clarify any issue. We will investigate the matter thoroughly and may engage in written correspondence with you throughout the investigation process. We will endeavour to send a final response to you within 30 days of the receipt of your complaint, although most complaints will usually be resolved much quicker.

If you are unhappy with our final response or our investigation has taken more than 8 weeks to reach a conclusion, you have the right to refer your complaint to the Financial Ombudsman as detailed below:

The Financial Ombudsman Service
Exchange Tower
E14 9SR

Telephone: 0800 023 4567 or, from a mobile 0300 123 9123
Email: [email protected]