It’s always our aim to provide you with a very high standard of service. However from time to time things can go wrong and if they do, you can rest assure that we have a complaints procedure in place to help resolve any issues.
This may involve access to the Financial Ombudsman Service if you do not feel that you have been provided with a satisfactory response to your complaint. They have been set up by law to help settle individual disputes between consumers and financial firms. If you would like more information about their service, please visit their website: www.financial-ombudsman.org.uk
If you wish, you can make a complaint via the European Online Dispute Resolution platform: https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.show&lng=EN
The ODR platform is a website which helps customers who’ve bought something online in the EU if a dispute arises. The platform will send your complaint to a certified Alternative Dispute Resolution Provider who works to solve the problem. In the UK that would be the UK Financial Ombudsman Service.
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