We are committed to giving you a high standard of service.

If you are unhappy in any way with the advice or service you've received, we offer a clear complaint handling procedure, which we explain below.

Our phone and address details are:

0870 909 6010

Sterling
PO Box 461
Bishops Cleeve
Cheltenham
GL52 8ZN

When we receive your complaint
We will write to you promptly to let you know we've got your complaint and how we intend to deal with it.

If you complain by phone, this letter will confirm our understanding of your concerns, so, you'll have a chance to tell us if we've got it wrong.

Resolving your complaint
We will look into your complaint and, if we need more information from you to resolve it, we''ll write to you or phone you to explain what we need.

Once we've completed our investigation, we'll write to you or phone you to explain what we need:

	the outcome of our investigation
	where relevant, any offer of compensation the Company is prepared to make
	if applicable, details of how you can refer your complaint to the Financial Ombudsman Service (FOS), if you are not satisfied with our decision.

If there is a delay in resolving your complaint
Our regulator, the Financial Services Authority, expects us to resolve most complaints within eight weeks. We are committed to achieving this and, where possible, resolving complaints even sooner.

If we do not have all the information we need to resolve it and need to collect this, or if there is a delay for any other reason, we will write to you to let you know what's happening.

In the unlikely event your complaint takes longer than eight weeks to resolve, we will write to you at that time to explain why. We'll also let you know whether and how you can refer to the FOS if you're unhappy with the delay.

We'll then keep in touch with you regularly until we've completed our investigation.