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• What to do when we don't get it right

What to do when we don't get it right

We always aim to provide excellent customer service and when that doesn’t happen we want to know why.

Listening to you and learning from what you have to say will help us get it right next time, and we need your help to do this. We have a formal complaints procedure, which is outlined below:

1) Initial Review:

Please either:

• discuss your concerns with staff at your local branch or agency or at any of our operational sites, or
• email us at complaints@bbg.co.uk
• write to us: we will acknowledge your letter by close of business the following day and provide you with a contact name and expected date of reply

We want to resolve your complaint as quickly as possible. To help us do this, please provide all relevant information to support your case. For example:

• all relevant correspondence including account statements
• name of branch and staff member
• account details

2) Internal Review:

If we don’t resolve the problem to your satisfaction you can ask for an independent review to be carried out.

3) Final Review:

If, for whatever reason, you still do not accept our decision, you can then refer your case to the Ombudsman.

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

Tel: 0845 080 1800
E-mail: complaint.info@financial-ombudsman.org.uk
Web: http://www.financial-ombudsman.org.uk/

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