If something has gone wrong, we want to hear about it, and put it right. Here's how to raise a concern, and what to expect from us in return.
You can contact us in any of the following ways:
To help us look into the matter quickly, please include your full name, contact details, the service or partner involved, and a clear summary of what has gone wrong and how you'd like us to put it right.
Where your concern relates to a regulated service delivered by one of our partner firms (for example, mortgage advice, conveyancing or insurance), we will pass the complaint promptly to the firm responsible and confirm to you in writing who is now handling it. That firm's own complaints procedure will apply, in line with their regulator's rules.
If you are not satisfied with the final response, or eight weeks have passed without one, you may be able to refer the matter to an independent ombudsman service free of charge:
We treat every complaint as an opportunity to do better. We log them, look for patterns, and use what we learn to improve our service and the partners we work with.