What to do if something goes wrong

We are committed to giving you first-class service. However, if something goes wrong, we know that you may want to make a complaint. This information tells you what we will do to try and resolve it as quickly as possible.

How to make your complaint

To submit a complaint, you can either talk to our Customer Service team on 0344 481 4444 and speak to an adviser or you can email us at

What happens next?

We will look into your complaint promptly and contact you with details of our findings and what we plan to do to put things right. We will aim to resolve your complaint within eight weeks. However, there may be times when we cannot send you our final response letter by the end of eight weeks. If this is the case, we will write to you to explain why and let you know when we can do so. If you are unhappy with the delay or our solution, you can refer the matter to the Financial Ombudsman Service. You must do this within six months of the date of our final response letter.

Financial Ombudsman Service

We are a member of the Financial Ombudsman Service. This provides an independent service to consider complaints against its members. The Ombudsman will only become involved in your complaint if you are not happy with our final response letter. Please ask us if you would like a copy of the leaflet describing the Ombudsman service.

You can contact the Financial Ombudsman Service at:

Financial Ombudsman Service

Exchange Tower


E14 9SR

0800 023 4567

0300 123 9123

Sign up to our newsletter

Stay updated with our latest news, events and competitions, as well as industry trends and home improvement tips.

Join us on facebook

Get updated on our latest competitions and share your news with us.