For more complex issues we may need more time to investigate your concerns. If this is the case, we will

• Write to let you know we have received your complaint, and then
• Provide you with a response to the issues you've raised as soon as possible. Our complaints procedure allows us eight weeks to do this, but we will do our best to get back to you within four weeks

If we can't respond to the issue within four weeks, we will contact you to explain why that has not been possible, and when we will contact you again.

Once our final response is made, that is the end of our internal complaints procedure. In the vast majority of cases, we are able to resolve issues directly with our customers. However, if you still feel your complaint has not been dealt with satisfactorily, or if we have not resolved the complaint within 8 weeks, you will then have the option of contacting the Financial Ombudsman Service (FOS) at:

We will send you a leaflet detailing the FOS complaints procedure with our response. If you remain dissatisfied, you have up to six months from the date of our response letter to refer your complaint to the FOS.