How To Complain

We are committed to providing a high standard of service at all times. However, if we do not meet your expectations or you wish to make a complaint, please email us at or write to us at:

107 London Road (A129)
Rayleigh
Essex
SS6 9AX
01268 780 730

We will normally respond to your complaint within 3 working days. If we are unable to do so, we will acknowledge receipt of your complaint and let you know what the next steps will be. We’ll keep you informed of our investigation into your complaint and provide a final response within eight weeks. If you are not happy with our final response, or if we have been unable to resolve your complaint within eight weeks, you may have the right to refer the matter to the Financial Ombudsman Service:

Address: Exchange Tower, London E14 9SR

Tel: 0800 023 4567 (free of charge) or 0300 123 9123 (calls to this number are charged at the same rate as 01 and 02 numbers) or 020 7964 1000 (calls using Relay UK).

Website address: https://www.financial-ombudsman.org.uk/

Please be aware that complaints must be referred to the Financial Ombudsman within a maximum of six months of our final response to you.