Complaints and Feedback

We are committed to providing an excellent level of service and care to all our users.

On occasions, things may not go according to plan, if you feel that we have not met the standards you expect from us, we encourage you to send us feedback on how to improve. You can easily send us your feedback by contacting us by email, telephone or post. All these contact details and your Rights can be found below and on our Contact Us Page

Our Commitment to You

We will write to acknowledge receipt of your complaint within three business days and if we are able to resolve the complaint to your satisfaction, we will confirm this in a Summary Resolution.

Should we be unable to resolve your complaint within three business days, we will investigate your complaint and either respond or provide an update to you within four weeks of receipt of your complaint.

We will endeavour to send a Final Response to you within eight weeks of receipt of your complaint. If we are unable to provide you with a Final Response within this time frame, we will write to you explaining why and advise you when we hope to provide one.

Your Rights

You may contact us at any time whilst we are dealing with your complaint if you would like an update.

If, after accepting a Summary Resolution, you subsequently decide you are dissatisfied with how your complaint was resolved, you can refer the complaint to the Financial Ombudsman Service. However, this must be done within 6 months of the Summary Resolution date.

If you are dissatisfied with our Final Response, you may either ask us to reconsider our findings or you can refer the matter to the Financial Ombudsman Service (FOS). Should you decide to refer your complaint to FOS you must do so within six months of the date we issue our Final Response to you. After this time has lapsed, we will not consent for FOS to consider your complaint so it may be unable to do so.

If we have been unable to provide a Final Response eight weeks after being in receipt of your complaint, you have the right to refer your complaint to the Financial Ombudsman Service.


We are authorised and regulated by the Financial Conduct Authority (FCA), who have set out specific rules for the handling of complaints. In accordance with the FCA rules, we will compile a report for each complaint received and retain these for a minimum period of three years.

Contact Us

Tel: 0333 303 0972

Tel: 0333 303 0972

Tel: 0333 303 0972

Tel: 0333 303 0972

Tel: 0333 303 0972

All postal correspondence should be sent to:
Round Foundry Media Centre
Foundry Road
LS11 5QP
United Kingdom

Our procedure is compliant with the FCA rules but if you wish to obtain further information you can contact the FCA as follows:

FCA Consumer Helpline: 0800 111 6768 (Freephone)
From abroad: +44 20 7066 1000

Financial Ombudsman Service
South Quay Plaza,
183 Marsh Wall,
London E14 9SR
Helpline tel: 0300 123 9 123