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
[lawyer to confirm] Where a complaint can go next, and whether the Financial Ombudsman Service applies.
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.