Tell us about your concerns
We are sorry that you are unhappy and need to raise your concerns. Our priority is to provide you with an excellent customer experience. If you have encountered a problem, it is important to let us know. Our aim will be to put things right as soon as possible.
You can let us know about your concerns by contacting us:
29 Wellington Street,
LS1 4DL .
Please call us on 0371 664 0300, If you are outside the United Kingdom please call +44 371 664 0300
Or, if your concerns relate to a share dealing enquiry please call us on 0371 664 0445. +44 371 664 0445
Calls are charged at the standard geographic rate and will vary by provider. Calls outside the United Kingdom will be charged at the applicable international rate. We are open between 09:00 - 17:30, Monday to Friday excluding public holidays in England and Wales.
To help us put things right as quickly as possible please provide the following details:
- your full name and address
- full details of your complaint
- your contact information e.g. telephone number
- the company or service to which the complaint relates
- how you think the complaint could be resolved
- photocopies of any paperwork supporting your complaint (please keep the original copies)
When you contact us with a complaint we will do all we can to resolve it within three business days. If we can't do this we will confirm receipt of your complaint in the form of an acknowledgement letter to let you know when you can expect a full response. If you are acting on behalf of a shareholder you can use the same contact method as above.
Regulated Products and Services
If we have not issued a full response within eight weeks of the date we first received your complaint, or if you are dissatisfied with our response, you may be entitled to ask the Financial Ombudsman Service for an independent review if your query relates to a regulated product. However, the Financial Ombudsman Service will only consider your complaint once you have tried to resolve it with us, so please let us know first and we will do all we can to resolve matters for you.
The Financial Ombudsman Service can be contacted at:
The Financial Ombudsman Service
Tel: 0800 0234 567