Complaints
Something wrong? Tell us.
We’d rather hear it from you than find out the hard way. If we’ve dropped the ball, let us know and we’ll sort it.
Get in touch
You can send us your complaint by:
Phone
0141 673 1254
Post
Meshed
Unit 1, Gessner Apartments
3 Watermead Way
London N17 9QZ
Put it in writing if you can — it helps us move faster. But a phone call works too.
What happens next
We log your complaint and assign someone who wasn’t involved in the issue.
We investigate what happened.
We aim to resolve things within 7 business days.
If we can’t resolve it within that time, we will:
Send you a written acknowledgement within 5 business days
Let you know when to expect a full response
Most complaints are resolved within 8 weeks.
You’ll receive a final response letter explaining what we found and what we’re doing about it.
Not happy with the outcome?
If we haven’t resolved things after 8 weeks, or you disagree with our decision, you can refer your complaint to the Financial Ombudsman Service (FOS).
They’re free, independent, and exist to settle disputes between customers and financial services firms.
You have 6 months from our final response to refer the matter to the FOS. We’ll include their details in every final response letter.
Financial Ombudsman Service
Phone
0800 023 4567
Post
Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR
Website
https://www.financial-ombudsman.org.uk/