Complaints
Making a complaint
We aim to provide a fair and reliable service. Tell us where something has gone wrong so that we can investigate and respond.
How to complain
- [INSERT COMPLAINTS EMAIL]
- [INSERT TELEPHONE]
- [INSERT COMPLAINTS ADDRESS]
Information to include
- Your full name
- Contact details
- Transaction reference
- Date of the issue
- Description of what happened
- How you would like the issue resolved
- Relevant supporting documents
Our commitment
We will acknowledge your complaint, investigate the circumstances and provide a response within the applicable regulatory timeframe.
Where applicable, our final response will explain whether you may refer the complaint to the Financial Ombudsman Service.
The precise Financial Ombudsman wording and eligibility statement must be approved by M-STB's compliance adviser before publication.