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Step-by-Step Complaints Procedure

If you’re not completely happy with our service we’d like to hear about it – that way we can do something to put it right.

We do everything we can to make sure our customers get the best products and service possible. However, sometimes we may not get things right the first time.

When that happens we want you to tell us what went wrong so we can put matters right.

We want to:

make it easy for you to tell us what went wrong
give your complaint the attention it deserves
resolve your complaint fairly without delay
make sure you are satisfied with how your complaint was resolved
How and where to complain
If you are not satisfied with any aspect of our service or products you can tell us about your complaint in the following ways:

In-person – call into our office at the address shown on our website. We are open Monday to Friday from 09.00 am – 5.00 pm
In writing – write to us at TWS, Unit 14b, Empress House, Newhold, Garforth, Leeds, LS25 2LD and address your letter to The Customer Complaint Manager.
By telephone – call us on 0113 287 7718 during our office hours and ask for the Customer Services Department.
By email – email us at
How long will it take?
We aim to resolve your complaint straight away but if we can’t we will write to you within 5 business days to tell you:

Why we have not resolved your complaint
Who is dealing with your complaint
When we will contact you again
We will usually resolve your complaint quickly but if it is complex it may take longer.

We will keep you informed on a regular basis but if you need an update please call us FREE on 0800 0280675 and ask to speak to the person handling you complaint.

If we cannot reach an agreement with you
If we can’t agree on a solution with you within 8 weeks, we will:

Send a letter giving our reasons for the delay and an indication of when we expect to provide a final decision

Issue our final decision letter which will explain our final position

Complaints relating to the sale of financial services should be referred to FOS
The Financial Ombudsman Service
Our aim is to resolve all complaints internally. However if after receiving our final decision letter or if 8 weeks have passed you may have the right to refer your complaint to the Financial Ombudsman Service (FOS). Their contact details are shown below.

Financial Ombudsman Service
If you want the Financial Ombudsman Service to look into your complaint you must contact them within six months of the date of our final response letter.

The Financial Ombudsman Service
Exchange Tower
E14 9SR

Or you can telephone them on: 0800 023 4567

Or email them at:

Further helpful information can be obtained from visiting the Financial Ombudsman Service web site at