We'll have eight weeks to investigate and respond to your complaint. Once you've had a decision from us, or if we haven't responded within eight weeks, you may able to refer your complaint onto the FOS. More details can be found on their website.
You can contact the FOS directly:
by post – Financial Ombudsman Service Exchange, Tower Harbour, Exchange Square, London E14 9GE
by phone – 0300 123 9123