Complaints Procedure

We take complaints made against us very seriously and maintain a procedure to ensure that complaints are dealt with promptly and fairly. If you wish to register a complaint, please notify our Complaints Officer:

Richard Picton

The Point, Granite Way, Mountsorrel, Leicestershire LE12 7TZ.
Telephone: 01509 622220. Fax: 01509 622225. Email:

If we cannot resolve your complaint straight away

We will acknowledge its receipt promptly within five working days and advise who is dealing with your complaint and indicating when you may expect an answer. We will provide a formal written response.

If your complaint is not resolved to your satisfaction or if you are unhappy with the way we handled it, you may be eligible to refer the matter to the Financial Ombudsman Service if at the time of the complaint you are a micro enterprise or a charity with an annual income of less than £1 million, or trustees of a trust with a net asset value of less than £1 million.

Micro-enterprises are defined as:

An enterprise which:

  • employs fewer than 10 persons; and
  • has a turnover or annual balance sheet that does not exceed €2 million.

“enterprise” means any person engaged in an economic activity, irrespective of legal for and includes, in particular, self employed persons and family businesses in craft or other activities, and partnerships or associations regularly engaged in an economic activity.’