We constantly strive to provide our clients with excellent customer service and always welcome their views. We are committed to dealing with all complaints efficiently, effectively and fairly.
Our complaint handling guide sets out the process we will follow should you have reason to complain. These procedures follow the requirements and guidance of our regulator, the FCA.
A complaint can be made in writing, by telephone or in person and should be directed to your usual point of contact in the first instance. Alternatively, you can address your complaint to:
Lower Castle Street
Bristol, BS1 3AG
Tel: 0117 240 2000
If you are unhappy with our resolution to your complaint, you may be eligible to refer your complaint to Lloyd’s of London (Lloyd’s policyholders only); and/or the Financial Ombudsman Service.
Lloyd’s of London
One Lime Street
London, EC3M 7HA
Tel: 020 7327 5693
Further information can be found at www.lloyds.com/complaints
The Financial Ombudsman Service
London, E14 9SR
Tel: 0845 023 4567 or 0300 123 9123
Further information can be found at www.financial-ombudsman.org.uk
If you have taken out a product online
If you have taken a product out online with us and are unhappy with the product or service you have received, you can also use the European Commission's Online Dispute Resolution platform (http://ec.europa.eu/odr) to make a complaint. The purpose of this platform is to identify a suitable Alternative Dispute Resolution provider and we expect that this will be the Financial Ombudsman Service.