Making a Complaint

Whilst we endeavour to make our customer’s experience excellent, we want to know if we have got anything wrong. We take complaints seriously and work to resolve them quickly along with explaining the reasons for reaching our decision.

In the first instance please contact us directly by one of the following methods:

Telephone: 0800 470 3205
In Writing: Complaints Department, Skyline Direct, Willow House, Kestrel Way, Bellshill, ML4 3PB.

When telling us about your complaint;

  • Please provide your full name, your customer reference number or 1st line of address and full postal address.
  • Please set out the facts of your complaint in the order of events including dates and times when the problem arose.
  • Please include any evidence to support your complaint points to assist in a timely investigation.

We will am to resolve your complaint as quickly as possible, this may take time depending on the details of your complaint and investigation required.

If we are unable to resolve your complaint within 3 working days, we will keep you updated as follows;

By day 5

We will acknowledge your complaint in writing within 5 working days of your complaint being received.

By day 28 (four weeks)

If we have been unable to provide a full response to your complaint by day 28, we will write to you again to confirm our investigations remain on-going.

By day 56 (eight weeks)

In the unlikely event of us not being able to provide you with our final response within 56 days (eight weeks), we will write to you letting you know how we are progressing with your complaint. We will also include details on how you can refer your complaint to the Financial Ombudsman Service.

Our final response

We will set out clearly our investigation of your complaint, our decision based on this and any remedial action appropriate to your individual circumstances.

In the unlikely event that you aren’t happy with the outcome, you have the right to refer your complaint to the Financial Ombudsman Service within 6 months of our final response.

The contact details are as follows:

Financial Ombudsman Service, Exchange Tower, Harbour Exchange, London, E14 9SR


Telephone: 0800 023 4 567 - Calls to this number are now free on mobile phones and landlines

0300 123 9 123 - Calls to this number cost no more than calls to 01 and 02 numbers

(18002) 020 7964 1000 - Calls using next generation text relay.