Telephone: 0151 236 8200

Our Complaints Procedure

If you have any complaints about the services we are providing or our handling of your affairs you should let us know. We have established internal procedures for investigating any complaint that may be made against us. In accordance with our complaints procedure any complaint you may make must either be made or confirmed in writing. Full details of our internal complaints handling procedures are available on request and will always be provided when a complaint is made. If you wish to make a complaint you should contact our Chief Executive who will assist you.

We are covered by the Financial Ombudsman Service (‘Ombudsman’) for the handling of complaints we cannot settle and if you are not satisfied with our proposals for resolving any complaint you have made you may be eligible to refer the matter to the Ombudsman. To be eligible to refer a complaint to the Ombudsman you must be a private individual, a ‘micro enterprise’, i.e. a business employing fewer than 10 persons and which has an annual turnover or balance sheet that does not exceed €2m, a charity which has an annual income of less than £1m or a trustee of a trust which has a net asset value of less than £1m. Further details are available on request and are also available at www.financial-ombudsman.org.uk