We want to hear your feedback – good or bad. If things do go wrong and you’re not happy with our service it’s important to let us know, so we can put things right as quickly as possible. If you want to make a complaint, you can call us or write to us using the contact details below.
Log in to your Member Online account and send us your complaint details via the secure Inbox. Make sure you select the ‘Make a complaint’ option.
Kent TN1 2PL
To help us investigate your complaint, please give us the following details:
We’ll respond to your complaint as quickly as we can. If we can’t get back to you straight away, we’ll contact you within five working days to explain the next steps. We always aim to resolve things within eight weeks from when you first told us about your concerns, keeping you up to date with our progress throughout.
You may be entitled to refer your complaint to the Financial Ombudsman Service. The ombudsman service can liaise with us directly about your complaint and if we can’t fully respond to a complaint within eight weeks or if you are unhappy with our final response, you can ask the Financial Ombudsman Service for an independent review.
The Financial Ombudsman Service
Harbour Exchange Square