If a complaint is received by us, which is the responsibility of a third party provider, your concerns will be referred to the third party. We will also write to you confirming your complaint has been referred on, and include details of the third party.
You can address your correspondence to your Relationship Manager. When you contact us, please provide us with as much relevant information as possible, including your account details, the details of your complaint and what you would like us to do to resolve matters.
If your complaint has not been resolved by close of business the day after we receive it, we will write to you, either to acknowledge receipt of your complaint, or to respond on the matters you have raised. We will do this within five working days of receiving your complaint. Whilst your complaint is being investigated, you will receive regular updates on the progress of the investigation, both by phone and in writing. If we are unable to resolve your complaint within eight weeks of receipt, we will write to you explaining the reasons for the delay and give you an indication of when we expect to be able to provide a resolution.