We are committed to delivering a high standard of customer service at all times but in the unlikely event that you feel like we have got it wrong, or could have done something better, we will aim to resolve to your complaint satisfactorily and as swiftly as possible. We welcome your feedback to help us improve our service for the future.
How to make a complaint
If you have cause for complaint, in the first instance we would ask that you contact our customer service department by phone, letter or email using the contact details below:
Phone 0333 222 4005
Letter The Complaints Manager
Mamhilad Park Estate,
Torfaen NP4 0HZ
How will we deal with your complaint?
We will try to bring your complaint to a satisfactory conclusion as quickly as possible, but sometimes we may need to investigate your complaint further and in these cases we will try to provide an answer within three working days.
If we can’t provide an answer during that time, we will send a written acknowledgement of the complaint within five working days. This acknowledgement will give you details of who is handling your complaint, their contact details and our summary of the situation.
We will do our best to provide you with a final response to your complaint within four weeks of receipt, but if we are not able to do this we will keep you updated by writing to you with the reasons for any delay and an expected time frame for the next steps
If after eight weeks, on the rare occasions we have still not been able to provide you with a final response to your complaint we will write to you again advising you of when we expect to be able to provide you with our final response. At this point you may wish to refer your complaint to the Financial Ombudsman Service and we will provide information on how to do this, or you may wish to wait until we can provide you with our final response.
If you remain dissatisfied?
If you remain unsatisfied, details of how to escalate your complaint further will be provided in our final response, including your right to refer your complaint to the Financial Ombudsman Service