If, after contacting us, we have not resolved your complaint within 8 weeks, we will send you an Alternative Dispute Resolution (ADR) letter, either by post or email.
We’ll send you an ADR letter before eight weeks if:
- We’ve told you the outcome of our investigation, and;
- You aren’t satisfied the outcome resolves your complaint, and you’ve made us aware of this, and;
- We don’t intend to take any further steps to resolve the complaint or propose a different outcome.
Take your complaint to CISAS
Once you’ve received your ADR letter, you can take your complaint to the Communication and Internet Services Adjudication Scheme (CISAS) – our ADR provider.
CISAS is an independent dispute resolution scheme, approved by Ofcom which is free of charge. Please ensure that you read through CISAS’s guidelines to ensure your complaint satisfies the conditions for referral.
How to contact CISAS
- Phone: 0207 5203 814 – standard rates apply
- Write to them: CISAS, Communications & Internet Services Adjudication Scheme, 70 Fleet Street, London, EC4Y 1EU
Take your complaint to the Financial Ombudsman Service
If you’ve complained about a financial product you bought from us and you aren’t happy with the outcome, contact the Financial Ombudsman Service.
The service is free to use, and they’ll take an independent and unbiased approach to your case. There's an online leaflet you can read with more information on what the Financial Ombudsman can help with.
How to contact the Financial Ombudsman Service