If you engage someone else to help you with your complaint, it’s worth checking how much they may charge you. As you’ll be responsible for their charges. Our complaints service and the Financial Ombudsman Service are free of charge.
The Financial Ombudsman is available for you if you are not satisfied with our response to your complaint. They provide free, independent and unbiased assessments of any complaints they receive. You can ask them general questions about your complaint at any time. But they recommend that you follow the process outlined in this Policy before referring your complaint on to them.
Please note that you have six months from the date of our final response to refer your complaint to the Financial Ombudsman. And referring your complaint to the Financial Ombudsman does not affect your right to take any legal action.
The Financial Ombudsman Service, Exchange Tower, London E14 9SR
Their free phone consumer helpline number is 0800 023 4567 or 0300 123 9123 from a mobile.