Our complaints process

We always aim to give you great service, but if something goes wrong, let us know so we can fix it and learn from it.

We promise to handle your complaint quickly and fairly. Here’s how to let us know.

How to complain

You can tell us what went wrong in the way that works best for you:

• Call us: Our team is ready to help, and we can often fix things right away with a quick chat.
• Email us: Drop us an email to explain the problem.
• Write to us: Send us a letter if that’s easier for you.

When you contact us, please include:

• Your member number (if you have one).
• What happened.
• When it happened.
• How has it affected you.

This helps us sort it out faster.

What happens next

We’ll keep things simple and follow 3 easy steps:

1. We’ll let you know
   Once we’ve received your complaint, we’ll let you know we've received it.
2. We’ll look into it
   We’ll check what went wrong. This might include looking into your account, speaking to our team, or gathering details about what happened.
3. We’ll reply
   We’ll send you a final response as soon as we can. Here’s what it will include:
   1. What we found.
   2. What we're doing to make things right.

Most problems are sorted much sooner than 8 weeks, but if it takes a little longer, we’ll keep you updated.

Still not satisfied?

If you’re not satisfied with our reply or if we take longer than 8 weeks, you can contact the Financial Ombudsman Service.

They’re free and independent, and they can help sort out any issues between us. You’ll need to contact them within 6 months of receiving our final response.

Need help?

We’re here to help if you have any questions about this process. Just reach out - we’re happy to guide you!

For more details, visit our Customer Care page.