Where the initial query is not resolved to your satisfaction, or if you wish to make a complaint, you should submit a [support ticket / link].
Once we have received your complaint, we will acknowledge receipt within two business days by email. Your complaint will be handled by someone who was directly involved with the subject of the complaint. We aim to resolve your complaint and inform you of the outcome as soon as possible. If we are unable to respond within five business days of receiving it, we will update you on the status of your complaint until our investigation is complete.
If we are unable to resolve your complaint within eight weeks of receiving the complaint, we will contact you in writing to explain why we are not in a position to issue a final response to your complaint and provide an indication of when we expect to be able to provide one. We will also inform you that you can refer your complaint to the Financial Ombudsman Service (FOS) and provide you will a copy of the FOS explanatory leaflet.
When investigating your complaint, we will consider the subject matter of your complaint, the evidence you have provided, the evidence on our records and relevant guidance from the regulator, the Financial Conduct Authority (FCA) and the FOS. We will write to you setting out the outcome of your complaint and supporting reasons, including details of how we have calculated any redress, we will also inform you that you can refer your complaint to the FOS if you remain dissatisfied and provide a copy of the FOS explanatory leaflet. If you would like the FOS to consider your complaint, you will need to refer it to them within six months of the date of our final response.