Speak with one of our Customer Support team members on 01708 925 059
Monday to Friday: 8:30am – 6:30pm
Saturday: 9:00am – 5:00pm
Sunday and Bank Holidays: 10:00am – 4:00pm
For a fast response, we have an online feedback form and welcome all comments, good or otherwise.
If you have not had a good experience and want to complain, we also have a dedicated team who will respond to you quickly. This team consists of very experienced and qualified staff who will ensure that your feedback is reviewed by the relevant manager.
Write to us
Alternatively, if you prefer to write to us, please send any correspondence to:
FAO the Customer Support Manager
Grove & Dean
7 Station Lane
The quickest way to get in touch is to try our live chat. We're here from 9am to 6pm, Monday to Friday and 9am to 5pm, Saturday. Click the orange button on the bottom right of this page to start chatting. The button will display when an agent is available to help.
How to make a complaint
We recognise that things can go wrong, therefore, we have a dedicated team to help resolve any concerns you may have and assist with putting things right again. You can use any of the above options to contact us to raise your concerns or make a complaint.
How our complaint process works
We will aim to resolve your complaint within 3 working days. Once a complaint is resolved we will confirm this to you in writing.
When a complaint requires a longer time to rectify or investigate, we will acknowledge your complaint in writing initially and respond with the outcome of your complaint within 8 weeks.
The outcome of your complaint will be confirmed to you in a letter called a ‘Final Response’ and will inform you of either of the following:
- We uphold your complaint with reasoning and what action we intend to carry out to put this right for you, or;
- If we do not uphold your complaint with an explanation of our reasons for doing so
If you are not satisfied with our response to a complaint that you have made, you may be able to approach the Financial Ombudsman Service for an independent review. You can reach them at:
Financial Ombudsman Service
The service that the Financial Ombudsman Service provides is free and impartial.