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How To Make A Complaint If You Are Unhappy With Our Service

We strive to always offer a great level of service. However, if we do not deliver the standard of service that you expect or you have a complaint, please email us at or write to us at: West House, Mill Lane, Bishopton, Co Durham. TS21 1LL or telephone: 07765 401045

We will usually respond to your complaint within five working days and provide a final response within eight weeks. If you are not happy with our final response, or if we have been unable to resolve your complaint within eight weeks, you may have the right to refer the matter to the Financial Ombudsman Service:

  • Address: Exchange Tower, London E14 9SR

  • Tel: 0800 023 4567 (free of charge) or

  • 0300 123 9123 (calls to this number are charged at the same rate as 01 and 02 numbers).

  • Website:

Please be aware that complaints must be referred to the Financial Ombudsman within a maximum of six months of our final response to you.

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