If you have a complaint

However, if you wish to express your dissatisfaction about the standards of service, you can make a complaint in person, by phone, by letter or by email. If feel that your complaint has been dealt with unsatisfactorily, you can take your complaint further through our customer complaints procedure.

We would like you to talk to us about your complaint to give us the opportunity to put it right. You can do this by phoning our Customer Helpline on +44 [0]1223 211 613 with details of your complaint.

In the unlikely event that you remain unhappy please write to:

Customer Relations Team
Eland Business Services Limited
57 Eland Way
Cherry Hinton
Cambridge
Cambridgeshire
CB1 9XQ
Or telephone: +44[0]1223 211 613

If you make a written complaint, we will send a letter of acknowledgement within two working days of receipt

If you remain dissatisfied, you may be able to make a referral to the Ombudsman.

We are committed to resolving complaints whenever possible through our complaints procedure. However, if you remain dissatisfied, we will issue a Final Response letter, enabling you to refer your complaint to the Ombudsman within six months.

This is an independent adjudicator who can investigate and make a decision about outstanding disputes. The Ombudsman can be contacted at the address below:

Financial Ombudsmen Service Address

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

Telephone: 0845 080 1800
E-mail: complaint.info@financial-ombudsman.org.uk