Brand A Complaint

Our complaint checker will aid you lot check you lot’re fix to send your complaint to us together with give you lot an thought of whether we’re able tohelp you. It takes you through a minor number of questions, asking you lot almost some of the things we demand to know upfront earlier y’all send us a charge.

If your charge sounds like something we tin can help amongst, nosotros volition explain the adjacent footstep inward the procedure. If y’all are make to send your complaint to us, the charge checker explains how y’all tin do this.

If it’s not something nosotros can aid amongst, the checker will help signpost y’all to other organisations that might be ableto.

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Before nosotros can investigate a complaint, we demand to bank check that it is 1 our rules as well as powers say nosotros tin aid amongst.

Wecan help a reach of people amongst complaints well-nigh fiscal products or services, regardless of nationality or where they alive. For example, private or articulation customers of fiscal businesses. We tin can also aid sure types of small-scale business organisation together with others too, like charities, depending on things like their size, together with their turnover, income or asset value.

Official rules set out who we tin can and can’t aid, but broadly we tin can aspect at complaints from:

• an private client – orjoint customers –  of a financial concern that provided service or products inward the U.K..
• individuals who human activity equally personal guarantors for loans to businesses they are involved inwards
• a ‘micro-corporation’ (a type of pocket-sized business) amongst an annual turnover or remainder sheet that does non top €2 meg as well as fewer than x employees
• a small-scale or medium-sized venture (SME) alongside an annual turnover of no more than £6.5 1000000 as well as fewer than 50 employees
• a charity withan annual income of less than £6.v meg
• a trust that has a internet asset value of less than £v 1000000.

Our service is free together with tardily-to-employment. You don’t demand to pay anyone to stand for yous, for case a lawyer or claims management society (CMC). But if you lot want to, you tin enquire a member of your family, a friend or someone else to aid you lot alongside your complaint.

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Or, if you lot demand more than particular (includinglinks to the rules in full) you lot tin read more almost the customers nosotros can assist.

I’m a customer of the business organisation I’m complaining almost

I run or am involved with a pocket-size business organization, charity, or trust – in addition to am complaining on their behalf

I’m complaining on behalf of someone else (eg friend, familymember or client) who’s a customer of the fiscal business organisation

None of the to a higher place

Before nosotros aspect at a complaint, nosotros have got to check the details of the financial business organization you are unhappy alongside to meet if we tin consider a charge well-nigh it.

• Some fiscal businesses areautomatically covered by us – too others voluntarily sign upward to have got us consider complaints nearly them.
• Sometimes nosotros cannot help because the activity or type of business organisation your charge is near way it should live dealt alongside past a unlike organisation or service. If you answer “no” to this question in the checker tool, nosotros volition effort to point yous inward the correct direction for help alongside your charge.
• We can ordinarily facial expression at complaints well-nigh CMCs that supply their services fromEngland, Scotland together with Wales or to customers inward these countries as well as are authorised by the Financial Conduct Authority (FCA).

There may be other reasons nosotros cannot help with a charge – for case, nosotros will not usually look into a problem that’second been decided past a courtroom, or one that we hold looked at already.

You tin can read more about the circumstances together with types of complaints where we power not live able to aid.

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Generally, we tin can aid with complaints most businesses that furnish retail fiscal products as well as services inwards or from the U.K.. It doesn’t affair what your nationality is or where you live.

Official rules laid out the types of complaint nosotros can together with tin can’t aid with, including about where a financial concern is based.

For complaints nigh financial businesses based outside the Britain, youmay live able to get aid from an equivalent complaints-handling torso.

For case, in that location is a Europe-broad network of fiscal ombudsmen together with organisations dealing with fiscal complaints. As well as other schemes that embrace complaints about financial services provided inwards or grade the Channel Islands or Mann.

We tin unremarkably alone face at complaints well-nigh Claims Management Companies (CMCs) that supply their services from England, Scotland in addition to Wales or tocustomers inwards these countries too are authorised by the Financial Conduct Authority (FCA).

You can discover more information including links to websites in addition to contact details inwards our listing of other complaint-treatment organisations.

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Complaining to us is straightforward in addition to volition non cost you lot anything – but you need to give the fiscal business organisation you lot are unhappy alongside a take a chance to form things out before nosotros tin acquire involved.

Let them know why yous are unhappy, too how youwould similar them to set things right.

• The fiscal business concern should investigate your complaint fairly too send you a reply called their “concluding response”.
• They should exercise this inside viii weeks at the most, depending on what your complaining about.
• If they don’t reply, or yous’re not happy with their terminal response, you tin can contact us.
• Once nosotros’ve checked your complaint is something nosotros tin help with, we will starting time to investigate.

If yous have not complained to the financial business organisation yet, read our how to complain guide.

Alternatively, sentry our video that sets out the steps involved inward making a complain to the Financial Ombudsman Service.

Complaining to us is straightforward as well as will not price you anything – but you need to give the fiscal business organisation y’all are unhappy with a chance to sort things out before nosotros tin acquire involved.

For most complaints, financial businesses have got upwards to 8 weeks to consider too respond to your complaint.

In some circumstances, a business organisation has upward to 35 days to consider a complaint. Thisapplies to complaints near payment services (such as banks transfers, scams, or direct debits) or electronic money (for case, online money transfers or Apple pay).

Once they have got investigated your charge, the fiscal concern should send you a reply called a “concluding response”, which sets out their findings. If the concern accepts they did something wrong, they’ll also set out what they advise to do to help place things right.

The last response will alsoexplain that yous hold six months to convey the charge to us if yous remain unhappy or disagree alongside their reply.

If the terminal response was more than than 6 months agone, nosotros mightiness non be able to help – read more near fourth dimension limits that touch on whether nosotros can look into a charge on our website.

If thebusiness hasn’t responded to your charge inside 8 weeks, yous tin nonetheless bring your charge to us. Select ‘aye’ equally your respond to this interrogation together with to move on to the next query.

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The answers yous haveprovided so far suggest we can belike aspect into your complaint. If y’all have complained to the business too yous’re non happy with their final response, yous tin can make complain to us right away.

To read more than information almost our approach to the types of complaints listed, before sending us your complaint, select what yous’re complaining well-nigh from the listing in addition to follow the links to our guidance notes.

Or, if yous are prepare to send us your complaint click next to go to the finalpage. You will live taken to our online complaint form where yous can submit your personal data too give us the details about your charge.

If y’all desire to know more than almost our process or timescales earlier submitting your complaint, read more than about what to await when we hold a complaint orhow long it takes for us to handgrip a complaint.

Close this window to transport on using the checker tool too consummate the lastly pace earlier submitting a complaint.

Home, motor, go, weddingand other types of insurance

Bank accounts, payments, cards, cash machines in addition to other banking services

Fraud or scams

Mortgages

Loans and other credit, like machine finance, or debt collection in addition to financial difficulties

Investments

Pensions together with annuities

Pre-paid funeral plans

PPI

Claims direction companies (CMCs)

My charge isn’t listed in a higher place