Help when things go wrong

You can speak to our Complaints Management team who can be contacted on 01793 567635 (All calls will be recorded for training and monitoring purposes). Our lines are open from 9am to 5pm Monday to Friday.

You can also contact us in writing, or by fax or email at:

Complaints Management
The Openwork Partnership
Auckland House
Lydiard Fields

Fax: 01793 474700

We will reply promptly to your letter and explain how we will be investigating your complaint. We aim to resolve your complaint as soon as possible, however some issues may take a while and we will keep you updated with progress by writing to you after 4 weeks, if we haven’t been able to resolve it. There is no charge for this service.

We aim to resolve most complaints within 8 weeks, but if we can’t, we will let you know why and explain how much longer we think it will take. At this stage, if you're not happy you can refer your complaint to the Financial Ombudsman Service.

You can also refer your complaint to the Financial Ombudsman Service if we don’t resolve the matter to your satisfaction. The Financial Ombudsman Service can help resolve disputes between firms and their customers, they’re entirely independent, and the service is free.

Ask us for a leaflet or contact the Financial Ombudsman Service at:

The Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
E14 9SR

Phone: 08000 234 567 or 0300 123 9123


FCA registration number: 408285