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Complaints procedure

How to make a complaint and what happens next. Last updated October 2026.

1. Our promise

We want to give you a good service. If we have not, please tell us. Complaints help us find out what went wrong and put it right, and we will treat yours fairly and without it affecting how we deal with you.

2. How to complain

You can complain to us in any of these ways. You do not need to use a special form.

It helps if you tell us your name and contact details, what happened and what you would like us to do. If you would like someone else to complain for you, such as a family member, advice agency or solicitor, that is fine, but we will need your written permission to speak to them. If you need us to communicate in a different way, for example because of a disability or your circumstances, just let us know.

3. What happens next

A senior member of our team who was not involved in your case will look into your complaint. We will:

  • acknowledge your complaint within 5 working days, and tell you who is dealing with it
  • look into what happened, and contact you if we need more information
  • aim to send you our final response within 4 weeks
  • tell you if we cannot respond within 4 weeks and when you can expect to hear from us. We will send you a final response, or explain why we cannot, within 8 weeks

Our final response will explain what we found, whether we are upholding your complaint, and what we will do to put things right. If we cannot resolve it, it will explain your options.

4. If you are still not happy

If you are an eligible complainant, you can refer your complaint to the Financial Ombudsman Service, free of charge, if you are unhappy with our final response, or if we have not sent one within 8 weeks. You must usually do this within 6 months of the date of our final response.

  • Financial Ombudsman Service, Exchange Tower, London E14 9SR
  • phone 0800 023 4567 or 0300 123 9123
  • email complaint.info@financial-ombudsman.org.uk
  • website financial-ombudsman.org.uk

The Ombudsman can only look at complaints about regulated activities. If your complaint relates to something that is not regulated, such as certain business or investment lending, it may fall outside its service. We will tell you if this applies to you. You may also be able to take legal action, and we recommend that you get independent legal advice.

5. Complaints about data protection

If your complaint is about how we have used your personal information, you can also contact the Information Commissioner’s Office at ico.org.uk or on 0303 123 1113.

6. Complaints about lenders and other organisations

If we have introduced you to a lender, buyer or other organisation, they are responsible for their own service and have their own complaints process. Please complain to them directly. If you are not sure who to contact, tell us and we will point you in the right direction.

7. Keeping records

We keep a record of every complaint and what we did about it, as the FCA requires. We use what we learn to improve how we work.