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We value your feedback
We’re really keen to learn how we can improve any part of our service. We welcome
any form of feedback from you. We take every complaint seriously and look to use
the feedback you give us to put things right.
We’re regulated by the Financial Services Authority (FSA) and our procedures for
dealing with complaints follow their guidelines.
So, how do you make a complaint?
Write:
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Bristol Head Office
10 Canons Way
Bristol
BS1 5LF
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Write:
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Clevedon Office
Castlewood
Tickenham Road
North Somerset
Clevedon
BS21 6BD
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Call:
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0845 850 0251
We may record your call for quality and training purposes. |
Call:
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0870 602 2244
We may record your call for quality and training purposes. |
Email:
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Email
IMPORTANT: Only use email for general enquiries as your message is not secure.
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Email:
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Email
IMPORTANT: Only use email for general enquiries as your message is not secure.
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Calls to 0845 will be charged at standard local rates and 0870 numbers will be charged
at standard national rates by your telephone service provider. As these rates may
vary from one provider to another, you should check with your own telephone service
provider for details of the rates that will apply to you.
Then, what happens?
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Week one |
When we receive your complaint, we promise to acknowledge it within five working
days |
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Within the first four weeks |
We’ll carry out a full and impartial investigation of your complaint and take account
of all available information, and write to you with details of the outcome and our
decision |
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After four weeks |
If we haven’t been able to complete the investigation within four weeks, we’ll write
and let you know what's causing the delay and when we hope to be able to give our
response |
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Within eight weeks |
If the investigation still isn’t complete within eight weeks and we aren’t waiting
for any more information from you, we’ll write and explain why. |
If you don’t agree with our decision, or our investigation isn’t completed within
eight weeks, you can refer to the
Financial Ombudsman Service,
Pensions Advisory Service (OPAS) or the
Pensions Ombudsman if your complaint falls within their jurisdiction.
We will be happy to provide copies of our complaints leaflet in Braille or large
print.
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