Feedback & Complaints

We appreciate that things may not always go to plan and that you may wish to make a complaint. Although we hope this will never happen we welcome the opportunity to work with you to understand what’s happened and to put it right. You can contact us in the following ways:

By Phone: 0345 475 7500

By Post: Bellpenny Head Office, 6th Floor Reading Bridge House, George Street, Reading, RG1 8LS

We aim to resolve your complaint as quickly as we can and if possible by the end of the next working day. However some complaints take longer to resolve. If this is the case, we will write to you within 5 working days to explain our procedures and to confirm our understanding of your complaint. We will then investigate your complaint and when we have come to a conclusion we will send you our Final Response. This will explain our findings, our decision and if applicable what we plan to do. Your complaint will be dealt with by a senior member of staff who will review your complaint fairly and impartially.

If you are not satisfied with our decision you can ask the Financial Ombudsman Service (FOS) to look at your complaint. This is a free, independent service for resolving disputes. You can refer your complaint to FOS at any time after we have had the opportunity to investigate it as long as we have contacted you with our decision within 8 weeks of receiving your complaint. You should contact the FOS within 6 months of the date on our Final Response letter.

Call:

UK: 0300 123 91 23

Abroad: +44 20 7964 1000

Write to: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Email: complaint.info@financial-ombudsman.org.uk