Complaints Procedure

Complaints Procedure

Complaints Procedure

Our aim is to provide our customers with the best and highest standard of products and services. However, even the best of intentions can sometimes go wrong.

If you're reading this, it's likely that you've experienced one of those unfortunate occasions, where things have not gone as you would have expected and for that we are sorry.

This document explains how we will deal with your complaint. It also tells you what you can do if you're not satisfied with how your complaint has been resolved.

If you want to make a complaint

If you've been unhappy with any part of our products or services, we would like to hear from you. We welcome your feedback as it gives us the opportunity to put things right for you and improve our service for other customers.

You can raise your complaint over the telephone or in writing, by sending us an email or a letter:

Phone : 0161 779 5000

Email : [email protected]

Address : ThinkMoney, Think Park, Mosley Road, Trafford Park, Manchester, M17 1FQ

What do we need from you?

Before we can look at your complaint we will need some information from you:

  • Full details of your complaint
  • Details of what you would like us to do to put things right
  • A copy of any relevant paperwork
  • Your full name and address, plus a daytime contact telephone number
  • Your account details and any policy numbers

What happens next?

We will try to resolve your complaint as quickly as possible. We will aim to do this within three working days after we receive your complaint. If we find a resolution, we will write to you by letter or email, to confirm this and explain your next steps.

However, there may be occasions when we need more time to resolve your complaint. If this is the case, we will send you an acknowledgement of your complaint in writing.

If we're still unable to resolve your complaint, 15 working days after receiving it, we'll write to you explaining why there's a delay. You can take your complaint directly to the Financial Ombudsman Service if we do not send you this update.

Only in very rare circumstances, will we take longer than 35 working days to respond after receiving your complaint.

If after this length of time, we're still not in a position to resolve your complaint, we will again let you know. If you're not happy with the delay, you can refer your complaint to the Financial Ombudsman Service.

During our investigation, it is possible that we could ask you for more information. This is only so that we can better understand your concerns and make sure that we give a satisfactory response to your complaint.

If you're not satisfied with our response

If you're not satisfied with our response, you may be eligible to take your complaint to the Financial Ombudsman Service who will review it. You must do this within six months of our response.

When we send you our final response, we will also provide you with a copy of the Financial Ombudsman Service's explanatory leaflet. Alternatively, you can get a copy directly from the Financial Ombudsman Service.

Write to : Financial Ombudsman Service, Exchange Tower, London E14 9SR

Email : [email protected]

Call : 0800 023 4 567 - calls to this number are normally free from a "fixed line" phone, charges may apply if you call from a mobile phone. Or 0300 123 9 123 - calls are charged at the same rate as 01/02 numbers on mobile tariffs. Or +44 20 7964 0500 if you are calling from outside the UK.

Further detail on how to contact the Financial Ombudsman Service and other information about the service, can also be found via their website at

In the event that you’re not satisfied with the outcome of your complaint, and it falls outside the jurisdiction of the Financial Ombudsman Service, you may be able to refer it to Small Claims Mediation who are an approved provider of alternative dispute resolution. If this is the case, we will advise you within the final response letter and confirm our participation in the scheme. Further information about Small Claims Mediation and their alternative dispute resolution scheme is available on the website

Online Dispute Resolution

If you have opened your Current Account or Credit Card online, and you’re unhappy with the service you’ve received, you are entitled to submit your complaint via the European Online Dispute Resolution platform (ODR platform). You can access the ODR Platform by visiting: