What happens next
We’ll do all we can to resolve your complaint as quickly as possible. This means we’ll try to resolve your query the first time you contact us, or if that’s not possible, within three business days. We’ll also send you a confirmation of the resolution once you’re happy.
If the issue is a little more complex, we’ll write to you to acknowledge your complaint and let you know that we are looking into the matter. We’ll keep you informed throughout the process, and may call you to ask for further information. This is to help us find a solution for you as fast as possible.
Once we’ve fully reviewed your concerns, we’ll write to you with our final response. If your complaint is about a payment service, we aim to resolve it within 15 business days, or 35 business days at most if there are exceptional circumstances beyond our control.
If your complaint is about something else, we'll aim to resolve it within eight weeks.
These are the deadlines set by the Financial Conduct Authority (FCA), and are the maximum timelines. We’ll try to resolve things as quickly as we can.