Complaints Procedure

We are committed to providing products and services of the very highest standards. If you feel that we haven’t lived up to your expectations in any way, we would like to know so we can put things right for you. If you have a complaint make sure you contact us at our head office at 3a Carlton Court, Fifth Avenue, Team Valley, NE11 0AZ or via or contact number on 0191 491 4119. We’ll usually respond to you within five business days.

We will do all we can to resolve your complaint by the end of the next business day. If we can’t do this, we will write to you within five business days to tell you what we have done to resolve the problem, or acknowledge your complaint and let you know when you can expect a full response.

If we haven’t issued our response within eight weeks from the date you first raised your complaint, or if you are dissatisfied with our response, you can ask the Financial Ombudsman Service at for an independent review. The Financial Ombudsman Service will only consider your complaint once you have tried to resolve it with us, so please take up your concerns with us in the first instance and we will do all we can to help.

Further details for the Financial Ombudsman Service can be found at www.financial-ombudsman.org.ukĀ 

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