The Financial Ombudsman Service handles individual complaints that consumers and financial businesses haven’t been able to resolve themselves. The Ombudsman can look at complaints about a wide range of financial matters including investments, pensions and insurance. More information about the Ombudsman can be found at: www.financial-ombudsman.org.uk

The Ombudsman will not normally review your complaint until we have issued our final response or until eight weeks have passed since we received your complaint.

At the appropriate time we will inform you when you are able to refer your complaint to the Ombudsman and send you their consumer leaflet which explains the service they provide. If you decide to refer your complaint to the Ombudsman, you need to do so within six months of receiving our final response.