Complaints Policy

Complaints Policy

We aim to provide a clear, fair and helpful service. If something has gone wrong, you can raise a complaint and we will review it carefully.

A complaint may relate to a quote, payment, policy document, NCB request, customer service issue, website issue or the way your information has been handled.

How to make a complaint

You can make a complaint using the support page. Please include as much detail as possible so we can locate your records and understand what happened.

What happens after we receive your complaint

We will acknowledge and review your complaint. We may ask for more information if needed. We will investigate the issue, check relevant records and aim to provide a clear response.

Some complaints can be resolved quickly. More complex complaints may take longer, especially where we need information from payment providers, insurers, document providers or other third parties.

Complaint timeframes

Where financial services complaint rules apply, businesses normally need to send a final response within eight weeks. A final response should explain the outcome and what you can do if you remain unhappy.

If your complaint relates to a payment service or e-money issue, different timeframes may apply. We will explain relevant next steps where applicable.

Financial Ombudsman Service

If you are eligible and remain unhappy after a final response, or if the relevant timeframe has passed without a final response, you may be able to refer your complaint to the Financial Ombudsman Service.

A final response should usually explain any Financial Ombudsman Service referral rights and relevant time limits, including the usual six-month referral period from the final response where applicable.

Data protection complaints

If your complaint is about how your personal information has been used, you can contact us first so we can investigate. You also have the right to complain to the Information Commissioner’s Office.

How we handle complaints fairly

• We aim to treat complainants fairly and respectfully.
• We review the facts, records and customer communication.
• We explain the outcome in clear language.
• Where something has gone wrong, we consider appropriate corrective action.
• We use complaints to improve our website, processes and customer communication.

Submit a complaint

Use the support page and select “Complaint” as the category. This helps route your message correctly.