Complaint resolution

We want to hear from you

We are committed to ensuring our products and services meet your expectations and we value any feedback you have about our performance.

We aim to resolve your issue effectively and efficiently.

We have a number of steps you can follow to resolve an issue:

Step 1 - In most instances your complaint can be resolved by simply making us aware of it. You can talk to us in person, by telephone, fax, email or in writing. In the majority of cases your complaint will be dealt with promptly to your satisfaction and you will not need additional assistance.

Step 2 - If your complaint has not been satisfactorily resolved you may wish to take the matter further by using our formal dispute resolution service. You will need to complete the Dispute Resolution form and return it to us. Your dispute will then be investigated by an authorised officer and you will be advised on the outcome within 10-21 working days.

Step 3 - If you are not happy with the response provided, your complaint can be referred to the internal dispute resolution Committee for further review. If you remain unsatisfied, you can then approach the Financial Ombudsman Service (free of charge).

Wherever appropriate, our policies, systems and procedures will be adjusted and staff counselled or provided with additional training to minimise recurrence of complaints.

Find out more about our complaints and dispute resolution