Happy?

We hope that you never have to make a complaint
However sometimes things go wrong
it's a fact of life.
The important thing is that we deal with it in the right way,
that you're happy with our response
and our relationship is strengthened.

If we've done something wrong..we're sorry.
We'd like to know what's happened and
why you're unhappy.
So please get in touch.

• Telephone 08456 01 50 50
• Address - The Launchpad, Outram's Wharf, Little Eaton, Derby, DE21 5EL

Our aim is to resolve your complaint by the next business day,
however this is not always possible.
So we've put together a complaints procedure so
that we can get to the bottom of your complaint as quickly as possible.

Step 1:

We promise to write to you within 5 business days from receiving your complaint.
We'll give you the name of the person managing your complaint.
You'll always have someone to speak to.
We'll also send you a copy of the complaints procedure,
so you're aware of the process.

Step 2:

We'll get back to you within 4 weeks with a Final Response to your complaint.
If we can't then we'll tell you why not,
and tell you when you can expect our Final Response.

Step 3:

If we still can't give you a Final Response after 8 weeks
we'll write to you again,
tell you why
and when you can expect an answer.
We'll always try our very hardest to solve your complaint ourselves,
but if you're unhappy with the delay
you can refer it to the Financial Ombudsman Service.
We'll send you their leaflet with this letter.

Step 4:

We'll try our hardest to deliver a successful solution.
However, if you are unhappy with our Final Response
you can refer your complaint to the Financial Ombudsman Service.
You must do this within 6 months from the date you receive our Final Response.

The address is:
Financial Ombudsman Service,
South Quay Plaza,
183 Marsh Wall, London,
E14 9SR.

Phone: 0845 080 1800
E-mail: complaint.info@financial-ombudsman.org.uk
Website:  http://www.financial-ombudsman.org.uk/