The complaints rules only apply to Retail Customers as they have the right to take with complaint to the Financial Ombudsman Service.  The rules do not apply to professional clients.

There is no charge to make a complaint.

A complaint can be made by any reasonable means and does not need to be written.  You can make a complaint by telephone, e-mail, fax, and letter or in person. 

The complaint will be investigated competently, diligently and impartially by someone who is unconnected with the complaint.  We will treat a complaint in either one of two ways.  Where the complaint is simple, it may be possible to resolve it quickly over the telephone or by e-mail, with neither response nor acceptance having to be in writing. 
Where a complaint is more complicated and requires investigation, we will acknowledge receipt of your complaint within five business days.   

An impartial person will then investigate the evidence available, taking into account guidance given by the Financial Services Authority and the Financial Ombudsman Service. 

Within 8 weeks of receipt of the complaint we will send you a written Final Response letter, which will give you the outcome of the investigation and offer redress, where appropriate. However, where it is not possible to resolve the complaint within 8 weeks, we will write to you within that time-frame to let you know. 

In either event, we will inform you of your right to refer the matter to the Financial Ombudsman Service and enclose their standard explanatory leaflet for your information.    

Please let us know if you intend to accept or reject our decision. 

Follow this link to make a complaint.