Your Rights
Complaints Procedure
We are committed to providing a high standard of service. However, we understand that things don’t always go as expected. If you are unhappy with any aspect of our service, please let us know — we will do everything we can to put things right.
Tell us what’s happened
You can contact us in whichever way is most convenient for you:
Email:
Phone: 01275 859143
Post: Bourton Barns, Ebdon Lane, Wick Saint Lawrence, Weston Super Mare, BS22 7YA
A complaint is any expression of dissatisfaction, whether made verbally or in writing.
We’ll take it seriously and act quickly
We will acknowledge your complaint promptly and aim to resolve it as quickly and fairly as possible.
If we can resolve your complaint within 3 working days, we will confirm this to you in writing.
If we need more time, we will keep you updated and provide you either a final response or an update within 8 weeks.
We’ll be clear and fair in our response
We will investigate your complaint thoroughly and objectively. If something has gone wrong, we will explain what happened and, where appropriate, put things right.
If you’re still not happy
If you are not satisfied with our final response, or if 8 weeks have passed since you raised your complaint, you have the right to refer your complaint to the Financial Ombudsman Service. This service is free of charge.
You must do this within 6 months of our final response. We will provide you with details of the Financial Ombudsman Service in our final response.
Support when you need it
If you are in vulnerable circumstances or need additional support, please let us know. We will always do our best to adapt our approach to meet your needs. You can also read more about how we support vulnerable customers on our Vulnerable Clients Policy page.
We are committed to resolving complaints fairly, consistently and in a way that ensures a positive outcome wherever possible.