Complaints policy

Unhappy with our services?

If you feel dissatisfied with any aspect of our service, in the first instance please contact us at or by post at 42-46 Princelet Street, London, E1 5LP.

We will immediately carry out an independent investigation of your complaint and will provide a written response. We will aim to resolve your complaint within three business days. If we cannot resolve your complaint within this timescale, we will notify you and provide an updated timescale.

The Financial Conduct Authority gives us eight weeks to respond to complaints in writing, but we will aim to respond within fourteen (14) days of receipt of your written complaint with our final response. If you are not happy with the outcome of your complaint you may be entitled to refer it to the UK Financial Ombudsman Service. Further information is available from the UK Financial Ombudsman Service at or by calling 0800 023 4567.

Contact details

The Financial Ombudsman Service

Exchange Tower, Harbour Exchange

London E14 9SR

020 7964 1000 (switchboard)

+44 20 7964 1000 (for calls from outside the UK)

020 7964 1001 (main fax)

0800 023 4 567 - Calls to this number are now free on mobile phones and landlines

0300 123 9 123 - Calls to this number cost no more than calls to 01 and 02 numbers