Legal

Complaints Procedure

We aim to give every customer a great service, but if something goes wrong we want to hear about it so we can put it right. [Draft template: align with your FCA complaints-handling obligations (DISP) and have it reviewed before launch.]

Last updated [DATE]

How to complain

You can complain in any way that suits you:

  • Email: [COMPLAINTS EMAIL]
  • Phone: [PHONE NUMBER]
  • Post: Complaints, [COMPANY NAME] Ltd, [REGISTERED ADDRESS]

What to include

  • Your name and business name
  • Your reference number, if you have one
  • What went wrong and when
  • What you'd like us to do to put it right

What happens next

We'll acknowledge your complaint promptly, usually within [X] working days, and tell you who is handling it.

We'll investigate fairly and aim to send you our final response within 8 weeks. If we can't, we'll write to explain why and when you can expect it.

If you're not happy with our response

If you're an eligible complainant (for example, a micro-enterprise, sole trader or small partnership), you may be able to refer your complaint to the Financial Ombudsman Service, free of charge, within six months of our final response.

Financial Ombudsman Service, Exchange Tower, London E14 9SR. Phone 0800 023 4567. Website financial-ombudsman.org.uk. [Confirm eligibility wording with your compliance adviser.]

Complaints about a lender

If your complaint is about a lender's decision or product, you'll usually need to complain to the lender directly. We'll help you do this and tell you who to contact.

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