Complaints Procedure

Please contact us in the first instance, if for any reason you feel dissatisfied with any aspect of our service. We will do everything we can to address your complaint and attempt to put things right as quickly as possible.

We will carry out an impartial review of the complaint with a view to understanding what did or did not happen. We aim to provide you with a full written response within 8 weeks and endeavour to keep you updated with the progress of the complaint. If you are classified as an eligible complainant, and you do not feel that your complaint has been resolved satisfactorily, you may have the right to refer your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service is an independent organisation that was established to resolve disputes between financial institutions and their customers. Information on the Financial Ombudsman Service can be found at their website or by writing to Financial Ombudsman Service.

Financial Services Complaints:

Contact - Christine Walker
Tel: 01865 208016
Mathews Comfort, 6 St Aldates, Oxford, OX1 1DL

Insurance Complaints:

Contact - Philippa Jones
Tel: 01865 208014
Mathews Comfort, 6 St Aldates, Oxford, OX1 1DL

The Address of the Financial Ombudsman Service is:

Financial Ombudsman Service
Exchange Tower
E14 9SR

Tel: 0800 023 4567