Complaints Procedure

It is our intention to provide you with the highest possible level of customer service at all times. However, we recognise that things can go wrong occasionally and if this occurs, we are committed to resolving matters promptly and fairly.

Should you wish to complain you may do so:

  • In writing to the Complaints Manager – Tom Flynn
  • By telephone on 01403 280020
  • By e-mail at
  • In person by visiting our office – Unit B4 Peills Courtyard, Bourne Road, Bromley, Kent, BR2 9NS

Should you not be satisfied with our final response, you may be entitled to refer the matter to the Financial Ombudsman Service (FOS). More information is available on request or on their website Further details will be supplied at the time of responding to your complaint.