Hear From Our Customers

Dealing with Financial Services Complaints

We are committed to providing a high standard of service to every customer. We recognise, however, that occasionally we may not live up to expectations and you may wish to raise matters with us.

How to make a Financial Service Complaint

If you have a complaint about any aspect of your EasyStart loan or other financial services complaints, you may contact us by phone, in person or in writing, either by post or email.

The Business Unit Managing Director will usually be best placed to deal with any issues with which you are dissatisfied and work with you to resolve matters.

Complaints made by email

If you send us a complaint by email, we will in the first instance, normally, and unless you tell us otherwise, respond to your email address. There may be occasions when we will need to respond by post, perhaps to ensure privacy, or to enclose documentation.

Information you may need to give to us

To help us investigate and resolve any problem quickly, please provide the following:

  • Your name and address and mortgage account number;
  • A clear description of your concern or complaint;
  • Details of what you would like us to do to put matters right;
  • Copies of any relevant documents or correspondence;
  • A daytime telephone number where we can contact you.

How we will handle it

We will try to resolve your complaint as soon as we can. The first step is for us to understand what the problem is and to identify what we can do to put it right.

Sometimes we will not be able to resolve your complaint straight away. If we are unable to resolve your complaint by close of business on the business day following receipt, and we have not already contacted you to agree our proposal for resolving it, we will:

  • Send an acknowledgement of your complaint in writing within 5 working days;

  • Pass your complaint to our Divisional Managing Director and Group Head of Legal. The Business Unit Managing Director will continue to attempt to resolve your complaint.

If your complaint is complex, we will keep you informed of the progress we are making as our investigations continue. We aim to resolve your complaint within 4 weeks. If we are unable to resolve your complaint within this time, we will send you a written update to explain what is happening and will let you know when we expect to resolve your complaint. We will send you a final response no later than 8 weeks.

If you are still not satisfied

If for whatever reason you are not satisfied with the outcome of your complaint, the matter will be referred to the Group Head office for review. They will try and agree with you what any next steps are in order for the complaint to be resolved satisfactorily.

Financial services complaints we cannot settle may be referred to the Financial Ombudsman Service.

You can contact the Financial Ombudsman Service at:

Financial Ombudsman Service
South Key Plaza
183 Marsh Wall
London E14 9SR

Telephone: 0845 080 1800 or 0300 123 9 123
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

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