Complaints Procedure

Making a complaint

Complaints may be made in writing to our postal address as shown in the “Contact us” page, by e-mail to, by telephone on 0800 542 6866 or even by letter.

We will send you a written or electronic acknowledgement of a formal complaint within 5 working days of a complaint being received.

Within eight weeks of receiving a complaint we will send you either:

  1. a final response adequately addressing the complaint; or
  2. a response which:
    1. explains why we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to provide a final response; and
    2. informs you that you may refer the handling of the complaint to the Legal Ombudsman (LeO) if you are dissatisfied with the delay.


We hear everyones complaints and we are here to resolve any potential issues that could occur, offering peace of mind.

  1. Hear – We hear what you have to say and pay attention. We want to understand what is the issue you are experiencing, writing all the facts down in a clear and professional manner.
  2. Empathise – We are thankful that you spared some time to give us a call so we can help you resolve your issue. We will do everything possible to rectify anything that concerns you.
  3. Answer – We answer all the questions based on the queries and facts you have given us at the start of our conversation. Therefore, please make sure that you have as much information as possible that can be validated, if and when needed.
  4. Result – We offer a satisfactory solution to rectify your problems aligned with our company policies and values.

Where it is decided that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress that you accept. Appropriate redress will not always involve financial redress, but could involve an apology or another suitable form of redress.

The Legal Ombudsman can investigate complaints up to six years from the date of the problem happening or within three years of when you found out about the problem. If you wish to refer your complaint to the Legal Ombudsman this must be done within six months of our final response to your complaint.

If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you have 6 months from the date of the final decision to refer the complaint to:

Legal Ombudsman
PO Box 6804

Tel: 0300 555 0333