Have a Complaint? Customers are at the heart of our business. We aim to provide a high standard of customer care and satisfaction and take all complaints very seriously. Therefore, should you have any cause for complaint, please contact us orally or in writing. Your complaint will be acknowledged within five business days advising you who is dealing with your complaint and indicating when you may expect an answer. We will provide a formal written response within 8 weeks from the receipt of the original complaint. If the complaint cannot be resolved within this timescale we will write with an explanation as to the progress and the likely timescale involved. If we are unable to settle your complaint, you may be entitled to refer it to The Financial Ombudsman Service, Exchange Tower, London E14 9SR.