If we get something wrong

• By telephone, using the number on our contact page.
• By email, using the address on our contact page, with 'Complaint' in the subject line.
• In writing, to our registered office — address to be supplied.

• Your name, business name and the best way to reach you.
• Any reference number you have.
• What happened, when it happened and who you dealt with.
• What you would like us to do to put it right.

We will acknowledge your complaint promptly and tell you who is handling it. We investigate the facts, review the records and contact you if we need anything further.

We aim to resolve complaints quickly. If we cannot resolve it straight away we will keep you updated on progress and give you a realistic timescale for our response.

We will write to you with our findings, explain the reasons for our decision, and set out anything we intend to do as a result. If we got something wrong we will say so.

If you are not satisfied with our response you can ask us to review it again. Any right to refer a complaint to an external dispute-resolution service depends on the nature of the complaint and our confirmed regulatory position. Those details are to be supplied and will be published here so you can see exactly what is available to you.

Complaints are reviewed to identify patterns and change how we work where necessary. We would rather fix a cause than handle the same complaint twice.