In the event of a complaint regarding our products or services you should write to Selftrade, Boatman's House, 2 Selsdon Way, London E14 9LA or call us on 0845 0700 720.

Upon receipt of your complaint, we will enter it on to our complaints register, which records details of your complaint and enables us to track it through to resolution.

We will endeavour to respond to and resolve your complaint at the earliest opportunity. Unless we are able to resolve the matter straight away, we will normally provide a written acknowledgement of your complaint within three business days of its receipt, giving details of the person handling the matter. A copy of our complaint handling procedures will also be included.

Should our investigations into your complaint require longer than two weeks to complete, we will write to you explaining why we are not yet in a position to resolve the matter, indicating when we expect to correspond further (this will be no longer than four weeks from receipt of your complaint).

In the unlikely event we are still unable to resolve your complaint after four weeks, we will write giving the reasons for the delay and an indication of when we expect to provide a full and final response. We will also explain your right to refer the matter to the Financial Ombudsman Service ("FOS"), an independent dispute resolution scheme, if you consider the delay unsatisfactory.

Once our investigations are complete, we will write to you with our final response. Unless we have been able to resolve the matter straight away, the final response will notify you of your right to refer your complaint to the FOS if you remain dissatisfied, which you must do within 6 months from the date of our final response. A copy of the FOS explanatory leaflet will also be included. (Click here to download a PDF version of this leaflet.)

The FOS can be contacted at South Quay Plaza, 183 Marsh Wall, London E14 9SR, telephone 0845 080 1800.

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