How to tell us if something's gone wrong, and what happens next.
Last updated: 29 September 2026
We aim to provide a high standard of service, but if you're ever unhappy with any aspect of how we've handled your claim or dealt with you, you have the right to raise a complaint at any time.
The quickest way to raise a complaint is directly with us, so we have the chance to put things right:
Please include your name, contact details, and as much detail as you can about what's happened, so we can look into it properly.
We'll acknowledge your complaint promptly and assign someone to look into it. We aim to send you a full response within 8 weeks of receiving your complaint. If we need longer, we'll explain why, let you know when to expect a response, and confirm your right to take the matter further in the meantime.
If you're unhappy with our final response, or we haven't resolved things within 8 weeks, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS) free of charge, provided your complaint relates to our regulated claims management activity.
You do not need to use a claims management company to make a complaint. You're always free to complain directly to the relevant lender, bank or business, or refer an eligible complaint to the Financial Ombudsman Service yourself.
See also our Terms & Conditions and Regulatory Information page for more on how we operate.