We aim to provide a high standard of service to all our customers. Unfortunately, things do go wrong occasionally. When this happens, we make every effort to settle complaints quickly and fairly.

We also view complaints as an opportunity to learn from what happened and, where appropriate, make changes to the way we work to benefit all our customers in the future.

Complaints will be treated sensitively and we will provide details only to those who need to know, including any of the providers, advisers and brokers we work with who were involved in the issue, and adhering to any relevant data protection requirements.

We record and acknowledge complaints as soon as we receive them. If we can resolve your complaint within three business days, we will confirm this in writing. Otherwise, we will carry out a fair review and send you our final response within eight weeks (or sooner if we can).

Our response will explain our decision, any action we will take, and your right to refer the complaint to the appropriate regulator within six months. If we are unable to respond within the required timeframe, we will let you know and explain your rights to contact the regulator.