Complaints Procedure

Whilst we aim to provide our clients with superb service, we appreciate that sometimes we don’t quite get things right.
Where a complaint is raised, we would like to discuss your concern to establish what has happened, and how you feel we can put things right.

Step 1

You can complaint to us by any reasonable means but the quickest way to tell us about your complaint is by contacting us via telephone on the number below:

Call Us 01554 575000

Write To Us Bres House, Bres Road, Llanelli, SA15 1UA


Online by sending us a message

Step 2

Upon receipt of your complaint we shall attempt to contact you and provide you with an acknowledgement of complaint within 3 working days.

Whilst we aim to resolve all complaints within 5 working days, further investigation may be required.

Where this happens, we will write to you with an update within 4 weeks.

Where further investigation is required, we will provide our Final Response within 8 weeks of acknowledgement.

Step 3

Should you remain unhappy with our Final Response, or we are unable to resolve your complaint within 8 weeks, you may refer the matter to the Financial Ombudsman Service within 6 months of the Final Response date.

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

Telephone 0800 023 4567