We take care to maintain high standards of service. No-one sets out to make a mistake, but they do occasionally happen. When we become aware of mistakes or client unease, we give priority to resolving the matter with you directly and as quickly as possible. It is important to us that errors are handled fairly, impartially and within reasonable timescales.

In the first instance, please Contact Us

Main contact:  Mark Loydall

Contact details: Ivy Lodge, Toothill Road, Loughborough, LE11 1PN

As soon as we become aware, we will do all we can to resolve things with you within three business days and confirm this to you in writing. If we cannot do this, we will write to you with an acknowledgement, normally within five business days, and let you know when we expect to be able to issue a full response.

Once we are satisfied that a full investigation has taken place, a written response will be issued to you detailing our findings and the final outcome, including any offer of financial recompense if appropriate.

If you are not satisfied with our final response, you have the right to refer matters to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date of our final response.

The contact details of the Financial Ombudsman are as follows:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Website: www.financial-ombudsman.org.uk