Complaints Procedure

We believe that if you wish to make a complaint or register a concern you should be able to do that quickly and easily.

As part of our values we understand that we will make mistakes and we use these to learn and get better at our jobs. Any feedback you provide is welcomed. We take complaints seriously and rely on open and honest communication to ensure that you get your complaint resolved in a satisfactory and timely manner.

The purpose of this policy is to ensure that if you wish to complain about the services you receive you should understand how to do so, how quickly your complaint will be investigated and the timescales for receiving a resolution.

Third Party Complaints 
If your complaint solely relates to a third party such as a solicitor, we will forward your complaint to the third party that we believe is solely responsible for your complaint.  We will send you an acknowledgment letter within 5 working days to inform you of this which will include the third parties’ details and their complaints handling procedure and how they will address your complaint.  If we are jointly responsible with a third party for the complaint, we will issue you an acknowledgment within 5 working days and inform you of how we will investigate your complaint and the timescales of which we have to address your complaint.

 Informal resolution process

We are confident that an open and positive discussion will resolve the majority of problems swiftly. If you are dissatisfied with the service you have received, please raise your concerns with the person handling your case first, either by phone, in writing, by email or in person. Should we resolve the complaint by the close of the third business day following the day on which we receive your complaint, we will issue you with a written communication called a summary resolution communication acknowledging that you made a complaint should you be dissatisfied with  our resolution.

Should a further(or new) complaint arise from you or we are not able to receive the complaint by the close of the third business day, it wll be logged and dealt with as follows:

 Formal resolution process

  • Within five working days of receiving your complaint, we will send you a letter acknowledging  your complaint. We will arrange for a thorough investigation of your complaint.
  • Within eight weeks of the date of the acknowledgement letter, you will receive a detailed written response to your complaint, including any suggestions for resolving the issue and confirming our final decision on your complaint and explaining our reasoning.

If you are not satisfied with the outcome or do not agree with the conclusion of our investigation, you have the right to appeal the decision. You can take your complaint directly to the Financial Ombudsman Service, contact details are shown below. You can also take your complaint to the Financial Ombudsman Service if you do not receive an outcome within the timescale.

Please note that you have 6 months to escalate your complaint to the Financial Ombudsman Service from the date of receiving your final response or of the 8-week deadline.

You can contact the Financial Ombudsman Service by:

  • Post: Financial Ombudsman Service, Exchange Tower, Harbour Exchange, London, E14 9SR
  • Email: [email protected]
  • Telephone: 0800 023 4567
  • Website: