If you feel we've let you down, please tell us. We'll do our best to put things right or explain something we could've made clearer
What you can expect to happen
Step 1: Let us know what your concerns are:
We’ll acknowledge your complaint within five business days.
Step 2: If we can’t reach a resolution together, you’ll be referred to a manager who’ll aim to investigate and resolve your complaint within two weeks. If this isn’t possible, we’ll advise you of progress within ten business days.
Step 3: If after working with a manager, we haven’t been able to make it right, we’ll escalate your case to a Complaints Resolution Officer to review.
Step 4: If we’re unable to resolve your complaint, we’ll advise you in writing. You can refer your case to the Insurance & Financial Services Ombudsman (IFSO) Scheme.