Complaints Policy

1. Upon receiving your complaint, we will proceed to acknowledge it within 7 days of receiving your complaint and enclosing a copy of our complaint procedure.
2. We will then investigate your complaint
3. Within 28 days of acknowledging your complaint, we will proceed to provide you with a detailed response to your complaint and the results of our investigation.
4. At this stage, if you are still not satisfied with our response, you should contact us again and we will proceed to review the decision.
5. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
6. If we have to change any of the timescales above, we will let you know and explain why.
7. If you are still not satisfied or do not agree with our review of your complaint, you can then contact the Financial Ombudsman. Contact Details below;

Telephone: 0800 023 4567

Post: Financial Ombudsman, Exchange Tower, Harbour Exchange, London, E14 9SR

Email: [email protected]

Website: https://cmc.financial-ombudsman.org.uk/contact-us