Complaints about our own services

Your complaint about us

You may make a customer service complaint to us if our service falls short of what you consider acceptable. All complaints will be dealt with promptly and in an objective and courteous manner. When you're making a complaint about our service, please tell us:

  • the name of the person(s) you are complaining about
  • relevant dates and times
  • what happened - describe the incident or problem
  • details of any phone conversations, letters and meetings that caused the complaint.

How to complaint about our service

Please contact our Customer Service Unit. You can contact us:

Complaints about our service that we can and cannot consider

We can consider complaints about the standard of service we provide. This includes promptness, politeness and professionalism.

You may complain about the way we have handled a complaint, but not about its outcome.

We cannot comment on the facts or outcome of a complaint. This includes the Ombudsman's decisions about:

  • whether we look into a complaint about the conduct of financial services provider or pensions provider
  • the outcome of mediation
  • whether to uphold, substantially uphold, partially uphold, or reject a complaint
  • what compensation to direct, if any.

How we will respond to a complaint about our service

  • We will investigate complaints fairly and impartially.
  • Your complaint will be investigated by a different team from the one whose service you are complaining about.
  • We will log your complaint and acknowledge receipt within 3 working days.
  • We aim to complete our investigation within 20 working days. If that is not possible, we will keep you updated of our progress.