Resolving a complaint

Our aim is to deliver excellent customer service to you at all times, however we realise that there may be times when our service level standards fail to meet your expectations. If you have experienced poor service, we would like you to tell us so that we can deal with your concerns as soon as possible.

Here you information on what you need to do and what you can expect from us.

There are a number of ways in which you can inform us of a complaint:

By telephone

0345 120 3022
(Office hours are Monday to Friday 9.00am-5.00pm)

By post

Complaints Team, Trimbridge House, Trim Street, Bath BA1 1HB

By email

Full Complaints Policy

Click here

If your account with us is managed by a Financial Adviser, you can report your complaint directly to your Adviser. They will refer your complaint to us so that we can process your case through our complaints procedure. Our complaints service is free of charge, as is that provided by the Financial Ombudsman Service. However, you will be responsible for paying the costs of any third party you may appoint, such as a claim management company, an adviser or a solicitor. 

To help us investigate and resolve the problem as quickly as we can, please provide the following key information when you contact us:

  • Your name, address and client account number;
  • Details regarding your concern or complaint;
  • What you would like us to do to put it right; and
  • Any relevant documents to support your complaint.

In the first instance, the department in receipt of your complaint will attempt to resolve your concerns within three working days. If a resolution is agreed, a summary of how this has been resolved will follow from the Complaints team.

If you subsequently decide you are dissatisfied with how we resolved your complaint, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge, but must do so within six months of the date of this summary. If it is not possible to agree a resolution within three working days, your complaint will be referred to our dedicated Complaints Team for investigation and a Case Number will be allocated to you for any future correspondence.

Where possible we will try to resolve your complaint immediately. If we are unable to do this, we will acknowledge your complaint in writing or via email within five working days and give you the name of the person who is investigating your complaint. 

We aim to resolve your complaint quickly, however, if we cannot resolve your complaint within five working days your dedicated Complaints Handler will continue their investigations and endeavour to send a final response to you within four weeks of receipt. If we are unable to provide you with a final response within this time, we will keep you updated whilst we continue to investigate your complaint. 

In the unlikely event of us not having resolved your complaint within eight weeks, we will write to you and tell you the reason why with an expectation of likely timescales. If you are unhappy with how your complaint has been dealt with, you have the right to refer your case to the Financial Ombudsman Service.

If you have received our final response and you are unhappy with this, you have the right to refer your case to the Financial Ombudsman Service at anytime within six months of receipt of our final response. 

Set up under the Financial Services and Markets Act, the FOS is an independent complaint resolution scheme. The FOS website recommends that you follow the process above before referring your complaint on to them, although you are able to ask them general questions regarding complaints at any time.

The FOS service is free of charge. Please note that you have six months from the date of our final response to refer your complaint to them. Referral to the FOS will not affect your right to take any legal action.

The Financial Ombudsman Services can be contacted as follows:

By post

The Financial Ombudsman Service
Exchange Tower,
E14 9SR


The freephone consumer helpline number is 0800 023 4567 or 0300 123 9123 from a mobile.



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