There may be times when you feel that you have not received the level of service from us that you expected.
We take complaints very seriously and learn from them to improve our customer service
Most complaints can be resolved by speaking to a member of our team. However, if you wish to make a formal complaint you can do this by contacting our Customer Service Team
Caerphilly Business Park
Opening hours are between 8am and 8:30pm Monday to Thursday and between 9am and 5pm on Friday and Saturday
Your complaint will be acknowledged within 5 working days of it being received and we will contact you within four weeks with either a full response or an update on the progress that we are making.
All other enquiries can be sent to firstname.lastname@example.org
Please note that in all cases emails are only checked during office hours.
If you are not happy with the outcome you can refer the matter to the Financial Ombudsman Service online at www.financial-ombudsman.org.uk or in writing at:
Financial Ombudsman Service
Their leaflet “How to make a complaint” is also available.