How to make a complaint has been trusted by customers since 1990. We pride ourselves on getting it right; however, we appreciate that sometimes things will go wrong. When this happens we want to hear about it so we can try to put things right for you.

What you can expect from us

Our dedicated customer service advisers will try to resolve your concerns as quickly as possible, we try and resolve complaints where we can before the end of the next working day.

If this isn't possible we will contact you within five working days to explain what we are doing and when you can expect a resolution of your complaint.

Within eight weeks we will call or write to you either with a final response advising you of our findings, or an update on our investigations and confirmation of when we expect to be able to provide a final response.

Getting in touch with us

Please choose how you'd like to let us know about your concerns:


Please call us on 08081 686868


Please email us


If you want to write to us about a complaint:

Complaints Team
Barclay House
2-3 Sir Alfred Owen Way
CF83 3HU

The Financial Ombudsman Service (FOS)

If you are unhappy with our decision (or one provided by Lloyd’s where applicable), or if we do not complete our investigation within 8 weeks, you may be entitled to refer your complaint to the Financial Ombudsman Service.

The FOS is an independent service for settling disputes between businesses providing financial services and their customers.  This service is free to customers.

Please note that if you wish to refer your complaint to the FOS this must be done within 6 months of our final response letter.

The FOS contact details are:

Financial Ombudsman Service
Exchange Tower
E14 9SR


0800 023 4567 or 0300 123 9123