Customer Complaints Procedure

Customer Complaints Procedure

We are committed to providing exceptional levels of service and client care, but please contact us if you feel dissatisfied with the service you have received.

By listening to our clients’ feedback, we can continue to improve our standards of service. If you ever feel that you have received a less than satisfactory service, please bring this to our attention and give us the opportunity to put things right.

We recognise that occasionally things may go wrong, so this procedure outlines the process we will use to deal promptly and fairly with any issues raised.

We will monitor and learn from any complaints, which will be recorded centrally to ensure that any matters are dealt with properly and that action is taken to avoid similar problems in the future.

What we will do

Our complaint investigation will follow all regulatory rules and guidelines, and the minimum standard you should expect from us is as follows:


  1. If we resolve your complaint within 3 working days following receipt, we will send you a ‘summary resolution communication’ which will summarise the details of your complaint and how it was resolved.
  2. If we are unable to resolve your complaint within 3 working days following receipt, we will send you a written acknowledgement within 5 working days after receiving your complaint. This will tell you who is dealing with the matter, their job title and when you may expect to receive their response.
  3. Before the 8 week anniversary of receipt of your complaint, we will confirm in writing our final decision or an update pending our final decision. This final decision letter will:


  • Accept the complaint and offer redress where appropriate


  • Advise that we have been unable, so far, to resolve the complaint and provide the reason e.g. sufficiently complex to warrant further investigation, information required from insurer etc., and confirm when you may expect a further response


  • Reject the complaint and give a full explanation of our reasons


If you remain dissatisfied

You may be an eligible complainant within the rules of the Financial Ombudsman Service (FOS).  Their jurisdiction broadly covers private consumers or businesses that employ less than 10 persons and whose turnover or annual balance sheet is less than €2 million, and charities or trusts whose turnover or net assets respectively are less than £1 million.

Should you remain dissatisfied with our final decision or more than 8 weeks have passed since receipt of your complaint, then, if you wish, you may contact the FOS who can be contacted by:

Telephone: 0800 023 4567 or 0300 123 9123


Post: The Financial Ombudsman Service, Exchange Tower, London E14 9SR


All Clients

Nothing contained within this Complaint Procedure prejudices any right you may have to take legal proceedings.