Complaints Procedure

If you’re not completely happy with our products or service we’d like to hear about it so 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 understand that we may not get things right. When this happens, we want you to tell us what went wrong so we can put things 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 without delay;
– Provide you with the right outcome to your complaint

How & where to complain
If you are not satisfied with any aspect of our service or products
you can tell us in the following ways:

In person: 18 Spey Valley Business Park, Dalfaber Industrial Estate, Aviemore, PH22 1ST

We are open Monday to Sunday from 9am until 4pm.

In writing: write to us at the address above and address your letter to The Customer Complaint Manager.

By telephone: – call us on 01479 812 433 during our office hours and ask for the Customer Services Department.

By email: Email us at

The Financial Ombudsman Service

Our aim is to resolve all complaints internally. However, if after receiving our final response or if eight weeks have passed, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS).

Please note: Only complaints relating to the sale of financial services should be referred to FOS.

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

The Financial Ombudsman Service
Exchange Tower
London, E14 9SR
Telephone: 0800 023 4567
Further information can be obtained from the Financial Ombudsman Service’s website at