You can contact us in the following ways
Telephone: 01246 298181
Write to us at:
274 Chesterfield Road
How we will handle your complaint
We will send an acknowledgement letter within five working days of receiving your complaint along with an update of who will deal with your complaint and when you can expect a response.
If necessary we will contact you to gather any further information required to assess your complaint fully. Once we have all the details we require we will issue a final response.
The Financial Conduct Authority (FCA) gives us a maximum number of days to issue a final response. This is eight weeks to issue the final response but we will aim to get your complaint resolved well before this deadline.
If you’re still not happy
We’re committed to resolving complaints whenever possible through our complaints procedure. However, if the matter can’t be resolved, once we’ve issued a Final Response letter, you have six months to refer the complaint to the Financial Ombudsman Service at:
Financial Ombudsman Service