Making A Complaint

Our service promise

Our number one priority is to provide you with the highest level of customer service. If there's a problem please let us know and we will try to provide a solution as quickly as possible.


As soon as you contact us about a complaint we will:

Confirm receipt in writing within five working days.
Investigate and respond, as quickly as possible and if no decision has been reached we will update you on progress after 4 and 8 weeks.


The Financial Ombudsman Service

If we haven't issued our 'final response' within eight weeks from the date you first raised your complaint, or if you're dissatisfied with our response, you can ask the Financial Ombudsman Service for an independent review. The Financial Ombudsman Service will only consider your complaint once you've tried to resolve it with us, so please take up your concerns with us first and we'll do all we can to help. Financial Ombudsman Service, Exchange Tower, London E14 9SR. Tel: 0800 023 4567 (if calling from abroad: +44 20 7964 0500), website:


Complaints data

Building strong and lasting relationships with our customers is important to us. Sometimes things can, and do, go wrong and when this happens we encourage customers to tell us about it so we can aim to put things right.

We are committed to transparency and publish details of the complaints data we last reported to the Financial Conduct Authority. View the complaints data for firms associated with the Clerical Medical brand.