In the unlikely event that this is not achievable and in accordance with our regulatory requirements we have in place a formal complaints procedure described below.

We will acknowledge your complaint. Please note that we have 8 weeks to respond to you with a final decision, although we will keep in contact with you during that time to update you with the progress of our investigation into your complaint.

Our response will:

1. Provide you with a summary of the complaint, setting out the outcome of our investigation and our final view on the issue raised.

2. State whether we acknowledge there has been a fault on the part of our business

3. Explain your right as a consumer if you are unhappy with our response.

If you are not satisfied with our response, or if for any reason the complaint is not resolved after eight weeks, you may refer the complaint to:

Financial Ombudsman Service, Exchange Tower, London E14 9SR

Telephone: 0300 123 9123.