Our Complaints Procedure

We are committed to providing products and services of the very highest standards. If you feel that we haven’t lived up to your expectations in any way, we’d like to know so we can put things right for you.

To voice your concerns, please inform us of your complaint and how you think it could be resolved by:-

Step 1

• Calling us on FREEPHONE 0800 318216 (Monday to Saturday 9am to 6pm)
• Writing to us at Montpellier House, Montpellier Road, Torquay, TQ1 1BJ
• Emailing us via the website (click here)
• Calling in to one of our stores who will contact us on your behalf.

We will do all we can to resolve your complaint by the end of the next business day. If we are unable to do this, we will write to you within five working days to tell you what we have done to resolve the problem, or acknowledge your complaint and let you know when you can expect a full response. We will also let you know the name and contact details of the person dealing with your case.

If we are unable to resolve your complaint within four weeks of the date you first raised your complaint we will send you a letter explaining why we cannot resolve your complaint and when we will contact you next.

We will send you a final response letter within eight weeks of the date you first raised your complaint (if we have not already resolved the complaint by sending you a response which you have accepted in writing).

Step 2

If we have not issued our ‘final response’ within eight weeks from the date you first raised your complaint, or if you are dissatisfied with our response, you can ask the Financial Ombudsman Service to look into your complaint. The Financial Ombudsman Service will only consider your complaint once you have tried to resolve it with us, so please take up your concerns with us first and we will do all we can to help.

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