If we drop the ball or tread on something unpleasant, please tell us so we can put things right. Email your complaints (or congratulations) to email@example.com or call 0203 504 5678. We'll be in touch with you as soon as we can and let you know what will happen next. We'll try to resolve your complaint within 3 working days of receipt – if we’re unable to do this we will write to you acknowledging that we have received your complaint and the next steps that will be taken. For more complex issues it's likely that we will need longer to look into what's happened and we may ask you for further information to help us reach an outcome. We'll give you regular updates. And once we've dealt with your complaint, we'll go back and see what we can learn from your experience to improve our service.
If things aren’t fixed within 8 weeks you have the right to ask the Financial Ombudsman Service (FOS) to review your complaint. The FOS gives free, impartial advice and you can contact them at any stage during your complaint without affecting your legal rights. The Financial Ombudsman Service South Quay Plaza 183 Marsh Wall London E14 9SR. Their phone numbers are +44 (0)300 123 9123 or +44 (0)800 023 4567. Or you can send them an email to firstname.lastname@example.org.