Customer complaint procedure
Last updated: February 22, 2024

At, we are committed to delivering exceptional customer service. If you encounter any issues or are dissatisfied with any aspect of our service, we have established procedures to address your concerns promptly and effectively. Please follow the steps below to file a complaint:

Step 1: Contact us

You can file a complaint through either of the following methods:
  • Email: Please send an email to, including your account details, a brief summary of your complaint, and any steps you've taken to address the issue.
  • Mail: You may also write to us at 25 Cabot Square, London, England, E14 4QA.

Complaint Handling Timeframes

We are obligated to adhere to specific regulations while handling customer complaints. Upon receiving your complaint, we will:
  • Provide an initial acknowledgment within 24 hours.
  • Aim to resolve the complaint within 15 business days of receipt.
  • If unable to resolve within 15 days, issue a holding response within the timeframe, not exceeding 30 days, explaining the delay and providing a final response.

Final Response and Resolution

Upon resolution of your complaint, you will receive a Complaint Resolution Summary or Final Response Letter, detailing:
  • Acknowledgment of your complaint.
  • Results of our investigation.
  • Opinion on the validity of your complaint.
  • Proposed corrective actions or compensation, if applicable.
If your complaint is rejected, we will provide a Further Written Response explaining the decision.

Step 2: Escalation to financial ombudsman service (FOS)

If you are unsatisfied with our resolution, you have the right to escalate your complaint to the Financial Ombudsman Service (FOS), an independent dispute resolution service:
You must refer your complaint to the FOS within six months of receiving our Final Response Letter.

We are committed to addressing your complaints fairly, transparently, and promptly, and we encourage you to utilise these procedures to ensure your concerns are heard and addressed appropriately.