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Complaints Procedure

If you’re not completely happy with our service we’d like to hear about it – that way we can do something to put it right.

We do everything we can to make sure our Customers get the best products and service possible. However, sometimes we may not get things right the first time. When that happens, we want you to tell us what went wrong so we can put matters right.

We want to:

  • make it easy for you to tell us what went wrong
  • give your complaint the attention it deserves
  • resolve your complaint fairly without delay
  • make sure you are satisfied with how your complaint was resolved

How and where to complain

If you are not satisfied with any aspect of our service or products you can tell us about your complaint in the following ways:

In person – call into our office at the address shown overleaf. We are open Monday to Friday 10.00am – 4.00pm

In writing – write to us at the address above and address your letter to The Customer Complaint Manager.

By telephone – call us on 020 8655 0066 during our office hours and ask for the Customer Services Department.

By email – use the email address shown above.

How long will it take?

We aim to resolve your complaint straight away but if we can’t, we will write to you within 5 business days to tell you:

  • Why we have not resolved your complaint
  • Who is dealing with your complaint
  • When we will contact you again

We will usually resolve your complaint quickly but if it is complex it may take longer.

We will keep you informed on a regular basis (and every 4 weeks as a minimum) but if you need an update please call us and ask to speak to the person handling your complaint.

If we cannot reach agreement with you

If we can’t agree a solution with you within 8 weeks, we will:

  • Put in writting our reasons for the delay and an indication of when we expect to provide a final decision


  • Issue our summary resolution which will explain our final position

Which? Trusted Trader dispute resolution

Where we cannot resolve any complaints using our own complaints procedure, as we are Which? Trusted Traders, you may refer the complaint to them by email or by calling 0117 456 6032. In the unlikely event of a resolved not being found, the complaint will be referred to RICS Consumer Adjudication Service.

Financial Ombudsman Service

If a complaint is relating to the sale of financial services, you may have the right to refer your complaint to the Financial Ombudsman Service (FO. Their contact details:

Please note: Only complaints relating to the sale of financial services are to be referred to FOS

Financial Ombudsman Service

If you want the Financial Ombudsman Service to look into your complaint you must contact them within six months of the date of our final response letter.

Financial Ombudsman Service,
Exchange Tower,
E14 9SR

Or you can telephone them on: 0800 023 4567

Or email them at:

Further helpful information can be obtained from visiting the Financial Ombudsman Service web site at