Commonwealth House

Jenton Road, Leamington Spa
CV31 1XS

01926 498434

Mon - Sat: 9:00 - 17:00


Complaints Process


Customer complaints procedure


We hope that you’ll never have a complaint with us but we want to make it as painless as possible if you do. We have an internal complaint escalation process that fully complies with the requirements of the financial conduct authority.


What you need to do:


Stage 1:


Contact us:

First of all, let us know what you think we’ve done wrong or what it is that you’re unhappy with. You can tell us about it by calling us on 01926 498434 or emailing us at


If you wish to write to us you can at:


Commonwealth House

Jenton Road

Leamington Spa

CV311 1XS


Our offices are open Monday to Friday 9am – 5pm and Saturdays 9am – 4pm.


We will acknowledge your complaint within 2 business days, and will try to be able to respond substantively to any matter within 14 days. If we need to investigate your complaint further we will tell you and keep you regularly updated. If you are unsatisfied with our response please let us know in the first instance and we will review the matter prior to issuing our final response. 


Stage 2:


Our aim is to resolve all your problems ourselves, however if you are not satisfied with our final response or if eight weeks have passed since you first raised your complaint with us you have the right to refer your complaint to the financial ombudsman. Please note that if you fail to contact the financial ombudsman within 6 months of our final response being issued they may refuse to deal with your complaint.  


Financial Ombudsman Service

Exchange Tower


E14 9SR

Tel: 0800 023 4567

Fax: 020 7964 1001



You will not be entitled to use the financial ombudsman service if your complaint has already been decided by a court.