Complaints Process

Here at, we pride ourselves on delivering excellent service with a smile. We want you to be completely satisfied every step of the way.
Of course, we understand that, from time to time, things can go wrong so we’ve put in place a quick and fair complaints resolution process.
So, if something goes wrong or you’re not totally happy with the service you’ve received, here’s what you need to do…
Firstly, you should contact us with your concerns. It’s best to do this by calling us on 01604 600 608.  (We’re available Monday to Friday 9am-5.30pm, Saturday 9am-1pm)

If you aren’t happy with the outcome of the phone call, or if you’d prefer to put your complaint in writing, you can write to us at:, PO Box 7815, Wellingborough, Northamptonshire, NN8 9JD.

Or send it via email to:

What we’ll need to know:

  • Your name, address, and contact number
  • The details of the complaint
  • The product or account you are complaining about

We’ll deal with your complaint as quickly as possible. You will receive a response within 7 days. If we can’t resolve the problem instantly, we’ll keep you updated by phone, email, or letter.
We always aim to provide a final response to the complaint within 28 days. If we can’t do this, we’ll contact you and explain why.
And, if you’re not totally happy with our final response (this doesn’t happen very often!), you can contact the Financial Ombudsman. You’ll need to do this within 6 months of the date on our final response letter.