Legal
Complaints
If something has gone wrong, we want to know. Here is how to tell us and what happens next.
How to complain
Email [contact email to confirm], or write to us at 3rd Floor, 86-90 Paul Street, London EC2A 4NE.
Tell us your name, how to reach you, what went wrong and what you would like us to do about it.
What happens next
- We confirm we have your complaint within 5 working days.
- A named person looks into it and keeps you updated.
- We send you our full written answer within 8 weeks, and sooner wherever we can.
If you're not happy with our answer
Where a complaint can go next, and whether the Financial Ombudsman Service applies, is being finalised.*
* Subject to final legal review.
Your data
If your complaint is about how we use your personal data, you can also contact the Information Commissioner's Office at ico.org.uk.