You must complain to the firm first, before we can look at your case. Here are some hints to help you complain effectively to the firm - and details of what to do next if you're not happy with their decision.

• It’s usually best to complain to the firm in writing. But if you phone, ask for the name of the person you speak to.  Keep a note of this information, with the date and time of your call – and what was said. You may need to refer to this later.

Try to stay calm and polite, however angry or upset you are. You're more likely to explain your complaint clearly and effectively if you can stay calm.

If possible, start by contacting the person you originally dealt with.  If they can’t help, say you want to take matters further.  Ask for details of the name or job title of the person who will be handling your complaint and for details of the firm's complaints procedure.

When you write a letter of complaint, write 'complaint' at the top. Set out the facts as clearly as possible and keep your letter short and to the point. Say why you're not happy and what you want the firm to do about it. This will make it easier for the firm to start putting things right.

Write down the facts in a logical order and stick to what is relevant.  Remember to include important details like your customer number or your policy or account number.  Put these details at the top of your letter.

Remember to enclose copies of any relevant documents that you believe back up your case. Keep a copy of any letters between you and the firm. You may need to refer to them later. 

If you're not happy with the firm's decision on your complaint, we may be able to help. First of all, take a look at our leaflet your complaint and the ombudsman.

If you decide you would like us to look into your complaint, you will need to fill in our complaint form. We can help you do this over the phone (0886 955 021 ). Or you can download our complaint form below, to complete yourself (by hand or on screen) - and send it back to us by post. For security reasons we cannot accept the complaint form by email - and we must have your handwritten signature.

If your complaint is about your mortgage endowment, we will ask you to fill in a special questionnaire about your mortgage arrangements as well as our standard complaint form. There are more details about this on our frequently asked questions page.

Word version

pdf version

* For security reasons we cannot accept this form by email without Digital Sertificate - and we must have your handwritten signature.