To support our commitment to achieving an excellent customer experience you can expect us to meet these principles when dealing with your complaint:

We’ll treat you as an individual and with consideration.
We’ll empathise with your concerns and respond quickly.
We know your time is valuable, so we won’t waste it.
The person you speak to will be able to help with your complaint.
We give our people the support they need to do their job to resolve your complaint and if they can’t resolve it, they’ll take ownership and find someone who can.
We’ll do everything we can do to resolve your complaint.
We want to be fair to all our customers, and if we can’t resolve your complaint we’ll tell you why and tell you what other options you have.
We want you to tell us what you think.
We’ll aim to learn from what you tell us and take action to put things right

Contact us about Later life mortgages

Existing customers