If you have any concerns about your experience with us, we genuinely want to assist and address them.
We aim to resolve any expression of dissatisfaction as soon as possible. We'll be in touch within 4 business days with a written acknowledgement providing early reassurance your complaint has been received and is being dealt with.
We're typically allowed up to 8 weeks to investigate and fully respond to your complaint (although in some circumstances this is 15 business days). However, we'll try to resolve your complaint much sooner than that.
Once we've fully investigated your case we'll produce what's called a 'final response'. This is the final stage of the process and you'll need to appeal externally should you remain unhappy.
If 8 weeks has passed and we haven't yet provided you with a 'final response', we'll send you an update with details on how to escalate your complaint to the Claims Management Ombudsman should you wish to do so.
If you're not happy with our final response, you have the right to refer your complaint to the Claims Management Ombudsman (CMO), free of charge – but you have to do this within 6 months of the date of our final response.
If you have any concerns about your experience with us, we genuinely want to assist and address them.
By email
Using the address provided in your Welcome Pack
In writing
Send a letter to our address:
1700 G Street NW
Washington, DC 20552
We aim to resolve any expression of dissatisfaction as soon as possible. We'll be in touch within 4 business days with a written acknowledgement providing early reassurance your complaint has been received and is being dealt with.
You can appeal this with the Claims Management Ombudsman (CMO) at:
Consumer Financial Protection Bureau