Resolving your complaint

Our aim is to deliver excellent customer service to you at all times. However we realise that there may be times when our service doesn’t meet your expectations.

If you’ve experienced poor service, we’d like you to tell us so that we can resolve your concerns as soon as possible.

Here you'll find information on how you can contact us and what you can expect from us. And for more details, take a look at our Complaints Policy

Complaint FAQs

You can contact us in a number of ways:

Call us

0345 120 3022

We're open Monday to Friday 9.00am-5.00pm. (Calls may be recorded for your protection)

Write to us

Complaints Team, Trimbridge House, Trim Street, Bath BA1 1HB

Email us

We’ll try and resolve your complaint as soon as possible. But sometimes it takes longer for us to look into the issue and understand what’s happened.

  • We’ll write to you within five working days to acknowledge your complaint. If we fully understand the issue, we’ll give you a response in this letter. But if it’s going to take us longer to understand the situation, we’ll explain what’s happening next and let you know the name of your complaint manager.
  • If we’ve not resolved your complaint within four weeks, we’ll contact you to let you know how your complaint is progressing.
  • If we haven’t resolved your complaint within eight weeks, we will:
    - Write to you to let you know why we’ve not resolved your complaint.
    - Let you know what we’re doing next.
    - Explain your right to refer your complaint to the Financial Ombudsman Service.

We’ll assign a dedicated team member to manage your complaint. Your complaint manager will have authority to settle your complaint, or will work closely with someone who has this authority. If they’re not available when you contact us, someone else on the team will be happy to help you.

We want to resolve your complaint so that we’re all satisfied with the outcome.           

If you engage someone else to help you with your complaint, it’s worth checking how much they may charge you. As you’ll be responsible for their charges. Our complaints service and the Financial Ombudsman Service are free of charge.

The Financial Ombudsman is available for you if you are not satisfied with our response to your complaint. They provide free, independent and unbiased assessments of any complaints they receive. You can ask them general questions about your complaint at any time. But they recommend that you follow the process outlined in this Policy before referring your complaint on to them.

Please note that you have six months from the date of our final response to refer your complaint to the Financial Ombudsman. And referring your complaint to the Financial Ombudsman does not affect your right to take any legal action.

The Financial Ombudsman Service, Exchange Tower, London E14 9SR

Their free phone consumer helpline number is 0800 023 4567 or 0300 123 9123 from a mobile.



IFDL's complaints data

Complaints form

We're sorry that you have reason to complain. By filling in the form fields below, you’re providing us with information we need to make sure your complaint is dealt with quickly and by the right customer services team. For more detail on how we will use your personal information, please see our privacy policy.

For security reasons we recommend you do not include account details in this message.