Complaints Settled within 3 business days
Complaints that can be settled to the customer’s satisfaction within 3 business days can be
recorded and communicated differently.
Where we consider a complaint to be resolved to the customer’s satisfaction under this section, the
firm will promptly send a ‘Summary Resolution Communication’, being a written communication
from them which:
(1) refers to the fact that the customer has made a complaint and informs them that they now
consider the complaint to have been resolved to the customers satisfaction.
(2) The firm will tell the customer that if they subsequently decide that they are dissatisfied with
the resolution of the complaint they may be able to refer the complaint back to the firm for
further consideration or alternatively refer the complaint to the Financial Ombudsman
(3) Provide the website address of the Financial Ombudsman Service; and
(4) Refer to the availability of further information on the website of the Financial Ombudsman
In addition to sending you a Summary Resolution Communication, the firm may also use other
methods to communicate the information where:
(1) We consider that doing so may better meet the customer’s needs; or
(2) They have already been using another method to communicate about the complaint. This
may include recorded calls, emails or text messages.
Closing a complaint
We will consider a complaint closed when we have made our final response to the customer. This
does not prevent a customer from exercising any rights they may have to refer the matter to the
Financial Ombudsman Service.
Financial Ombudsman Service
We will co-operate fully with the Ombudsman in resolving any complaints made against us and
agree to be bound by any awards made by the Ombudsman. The firm undertakes to pay promptly
any fees levied by the Ombudsman.
How Long You Have to Complain to the Financial Ombudsman Service
You have the right to refer your complaint to the Financial Ombudsman Service, free of charge –
but you must do so within six months of the date the final response letter.
If you do not refer your complaint in time, the Ombudsman will not have our permission to consider
your complaint and so will only be able to do so in very limited circumstances. For example, if the
Ombudsman believes that the delay was as a result of exceptional circumstances.
The Financial Ombudsman Service, Exchange Tower, London E14 9SR
Tel: 0800 023 4567 (free for most people ringing from a fixed line) or 0300 123 9123 (cheaper for
those calling using a mobile) or 020 7964 0500 (if calling from abroad)