Tell us what happened
For a concern about the website, a message from us or how we handled an enquiry, contact support and put “Complaint” in the subject. Complaining to us is free.
Include what happened, relevant dates, your reference if you have one, how we can reply and what you would like us to do. Do not include a private tracking link, banking details or sensitive documents in an ordinary email. Tell us if you need an accessible alternative.
How we will handle it
- Record your concern and check which business is responsible.
- Review the available information and ask for clarification if needed.
- Explain our findings, any proposed action and the next step in writing.
We will let you know if more time is needed. If you disagree with our response, reply to the same email and ask for a review.
This is the pre-launch website process. Before customer introductions open, the responsible partner, response deadlines and escalation arrangements for that service must be confirmed and published here.
About insurance, a loan or a partner
For advice, pricing, a policy, claims handling or a loan, contact the firm named in your product documents. If you are unsure where to start, we can help identify the right contact. We will explain any proposed forwarding of your complaint and the information involved.
The Financial Ombudsman Service may be able to consider an eligible complaint against a covered financial firm. Eligibility and deadlines depend on the firm and activity; using this website does not by itself establish that protection. See the FCA’s guide to financial complaints.
Privacy concerns
You can contact us about personal information and raise a concern with the ICO. Our Privacy Notice explains your choices.