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If there are exceptional circumstances beyond our control we may take up to 35 calendar days.If your complaint is not about a payment service we will provide a response within 8 weeks.If you feel you need to make a complaint, we would like to stress that there is no need to use a claims management company.

The Financial Ombudsman Service is a free, independent service that looks into disputes between financial businesses and their customers.We would appreciate one last chance to put things right.If we've misunderstood something, a further review may help us resolve the complaint to your satisfaction.We aim to resolve customer concerns and problems straight away, but more complex matters can take longer.If we are able to resolve things straight away and to your satisfaction, we will send you a short letter of confirmation.

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