We regard a complaint as being:


‘any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service, which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience’.  


We will provide a copy of this document on request and when acknowledging a complaint.


On receipt of a complaint, we will pass the details onto Marc Scarf (Business Standards Specialist) or Peter Brown (Business Standards Auditor), in his absence, who will be responsible for ensuring that any complaint will be dealt with promptly and fairly.



Making a Complaint


If you wish to make a complaint, we can be contacted as follows:


By writing to 9 Lords Court, Basildon, Essex SS13 1SS, by telephone 01268 644160, or by email to



Acknowledging your Complaint


If your complaint cannot be resolved by close of business the day following its receipt, we will send you a written acknowledgement. This will normally be within 48 hours of the complaint but will be no longer than five working days later.


If we have reasonable grounds to be satisfied that another firm may be solely or jointly responsible for the allegation(s) made, we will promptly forward the complaint, or the relevant part of it, to that firm.  We will write to you to confirm our actions and provide contact details of the firm concerned.


Investigating your Complaint


Your complaint will be investigated by somebody who is competent and, as far as is possible, by an individual who is unconnected to the subject of your complaint. 


Your complaint will be investigated diligently and will be assessed fairly, consistently and promptly.


We may ask you to submit copies of documentation and may request further information from you to assist us with our investigation.


We will take into account any documents and/or information you may provide in relation to your complaint.




Keeping you Informed.


If your complaint cannot be resolved by the close of business the day following its receipt, we will ensure you are regularly updated with the progress of the investigation.


Any progress updates will include:


  • the reasons for any delay

  • what further information / documents we require to resolve your complaint

  • when you may expect to receive a further update / our Final Response Letter 


We will work towards completing our investigation into your complaint within eight weeks of its receipt


We will undertake a thorough investigation of your complaint which may take some time. In the unlikely event that we have been unable to conclude our enquiries within the eight-week period, we will write to you and let you know when we expect to be able to issue our Final Response Letter.


We will also provide you with details of your right to refer the matter to the Financial Ombudsman Service (FOS).  The FOS can be contacted as follows:


The Financial Ombudsman Service

Exchange Tower

1 Harbour Exchange Square


E14 9SR

Tel: 0800 023 4567



Resolving your Complaint


When we have finalised our investigation into your complaint, we will issue our Final Response Letter. 


Our Final Response Letter will be:


  • fair, clear and not misleading.

  • provide details of our investigation and decision.

  • if relevant, include any offer of remedial action or the appropriate level of redress (or both) 


If you are not satisfied with our decision, you have the right to refer the matter onto FOS within 6 months from the date of our Final Response letter. If you do not refer to FOS within six months, you may lose that right.  Details of this right and an explanatory leaflet will be provided.  



You can be assured that we treat all complaints very seriously and we will conduct a full review of the issue(s) raised.