Complaints

We understand that from time to time things can go wrong or you may be dissatisfied with the service you have received.

Taking the time to make us an aware of your concerns, gives us the opportunity to put things right and improve the customer experience for everyone in the future.

In order to ensure that your complaint is dealt with as effectively and efficiently as possible, you will find the steps you need to take to register a complaint with us here and what you can expect from the investigation process.

How do I register a complaint?

You can contact us via our email, telephone or by post.

If you decide to register your complaint by telephone, the Customer Services Representative (“CSR”) will ask a number of questions to establish the facts so that we can conduct an investigation.

Please note, however, that our CSR’s are not authorised to conduct any kind of initial assessment or provide you with a decision over the phone.

What information will I need to provide?

We need as much information as possible to ensure that we can properly investigate your complaint.

As a minimum, you will need to provide:

  • Your name, address and other contact information such as telephone number and/or email address
  • Summary of the complaint
  • Relevant reference numbers
  • Any other information that you think is relevant

What will happen next?

Acknowledging your Complaint

Once we have received your complaint, we will send you an acknowledgement within 48 hours, which will set out our initial understanding of your complaint and let you know the steps we will be taking to investigate it.

Progress updates and information requests

We aim to investigate your complaint as quickly as possible. If this is not possible, we will send you regular updates in relation to your case.

If we have been unable to provide a final response within 4 weeks, we will contact you to let you know what further steps you can take to escalate your complaint.

You can request an update in relation to your complaint, using the contact and reference information that we provided in our acknowledgement email. If, for any reason, you are unable to locate your reference information, please contact our Customer Service Team, who will be able to make the request on your behalf.

During the course of the investigation, we may contact you to request clarification or further information. In some cases, we may not be able to conclude the investigation without the further information that we have requested.

Our Final Response

We expect to be able to provide a final response to your complaint within 4 weeks of receiving it. Our Final Response Letter will:

  • Set out our understanding of the complaint
  • Explain the factors we have considered in assessing the complaint
  • Describe our conclusions and, if relevant, the steps that have been taken to remedy the situation that has given rise to the complaint, and
  • Make the necessary disclosures required by the competent authority for the country concerned (e.g. a leaflet and rights to refer the case to the Financial Ombudsman in the UK)

What happens if I am still not happy?

We will aim to resolve all complaints fairly and appropriately. If you are still not happy after receiving our Final Response Letter, you have the option to refer your case to a relevant FIN-NET dispute resolution scheme. In the UK, this is the Financial Ombudsman Service.