Making a Complaint

Your views are really important to us and we appreciate any feedback about our service. If we make a mistake we would like to know about it so we can rectify matters.

We take all complaints seriously and use any lessons learned to improve the way we do things.

MAKING A COMPLAINT

Please contact 01489 222 897 as soon as you can with details of your problem.

Our team will aim to give you an answer there and then, but if this is not possible, we will take details from you and you can be assured we will conduct a full investigation.

You can contact us in whichever way you prefer:

In writing:

Bluedrop Services Unit 4 Flanders Road
1st Floor West Wing
Royal London Park
Hedge End
Southampton
SO30 2LG

By phone: 01489 222 897

By email: [email protected]

If we cannot resolve your complaint straight away due to a need to conduct a more in-depth investigation, then we may need a little more time.  We will always aim to give a ‘final response’ within eight weeks but if this is not possible for any reason, then we will discuss this with you and give you an explanation of why and an indication of how much longer our investigation is likely to take.

We hope you will never have to do this, but if you are not happy with the way we have handled your complaint, the outcome of it, or if eight weeks have passed and we have not sent you our final response, you may (subject to their eligibility rules) have the right to refer your complaint to the Financial Ombudsman Service.

You can contact them in one of the following ways:

In writing:

By phone: 0800 023 4567 (free for people phoning from a "fixed line" (for example, a landline at home) or 0300 123 9123 (free for mobile-phone users paying monthly charge for calls to No’s starting 01 or 02).