26 May 2020

We value our customers and strive to provide high-quality products and services that meet their needs and expectations. However, we understand that sometimes things can go wrong, and customers may have complaints or concerns about our products, services, or staff. We take all complaints seriously and aim to resolve them fairly and promptly.

How to make a complaint

If you are unhappy with any aspect of our products or services, you can make a complaint by contacting us directly with your designated account manager via phone or email or on email: Please provide as much detail as possible about your complaint, including: 

How we handle complaints

We will acknowledge your complaint within 24 hours of receiving it and assign it to a suitable staff member who will investigate it and respond to you within 3 working days. We will keep you informed of the progress and outcome of your complaint and explain the reasons for our decision. We will also take appropriate actions to prevent the issue from recurring and to improve our products and services.

How to escalate a complaint

If you are not satisfied with the way we handled your complaint or the outcome, you can escalate it to our manager by contacting us through the same methods as above and requesting to speak to the manager. The manager will review your complaint and the previous response and provide you with a final decision within 10 working days.

How to seek external assistance

If you are still not happy with the final decision or the way we handled your complaint, you can seek external assistance from the Financial Ombudsman Service (FOS).

The FOS may be contacted:

Please note that these external parties may have their own procedures and timeframes for handling complaints, and may require you to provide evidence and documentation to support your complaint.


We welcome your feedback on our complaints handling policy and process, as it helps us to improve our products, services, and customer relations. You can provide your feedback by contacting us through any of the methods above or by filling out our online feedback form. We appreciate your cooperation and thank you for choosing us.