Informal resolution process
We are confident that an open and positive discussion will resolve the majority of problems swiftly. If you are dissatisfied with the service you have received, please raise your concerns with the person handling your case first, either by phone or in writing. If necessary, a manager will investigate your complaint and attempt to resolve your complaint.
If this is not possible, please write to the National Claims at Ground Floor Spectra House, Spring Villa Park, Spring Villa Road, Edgware HA8 7EB or email [email protected] or telephone 0800 029 3849.
Formal resolution process
If you are not satisfied with the outcome or do not agree with the conclusion of our investigation you have the right to appeal the decision. You can take your complaint directly to the Financial Ombudsman Service by letter, email or telephone. You can also take your complaint to the Financial Ombudsman Service if you do not receive an outcome within the timescale.
Please note that you have 6 months to escalate your complaint to the Financial Ombudsman Service from the date of receiving your final response or of the 8-week deadline.
You can contact the Financial Ombudsman Service by:
Hassle-free claims process
Our expert panel of solicitors can typically confirm almost immediately whether your claims application is likely to be successful and also give you an indication of how much you could potentially claim for.