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Complaints Process

Complaint Handling Principles:

Accessibility: We will ensure that our complaint handling process is easily accessible. Complaints can be lodged through multiple channels, including; in person, by phone, by email, through LiveChat or our designated complaint form on our website.
Fairness: We will handle all complaints fairly, without any bias to the parties involved.
Transparency: We will keep you informed about the progress of your complaint, the expected timeframe for resolution, and any relevant updates.
Confidentiality: We will treat all information provided by you as confidential, and it will only be disclosed to the necessary individuals involved in resolving the complaint.
Accountability: We will take responsibility for resolving your complaint promptly and effectively, ensuring that appropriate actions are taken to rectify any identified issues and prevent similar occurrences in the future.

Lodging a Complaint:

We encourage you to submit your complaint as soon as possible after the issue arises. Please include relevant detail such as the nature of the complaint, the date of the incident, the parties involved, and any supporting documentation or evidence.

Complaints can be lodged by contacting our dedicated complaints department through the following channels:

Complaint Resolution Process

Acknowledgement: Upon receiving your complaint, we will send an acknowledgement to you within 1 business day, confirming that your complaint has been received and providing a reference number for future correspondence
Investigation: We will initiate a thorough investigation into your complaint, gathering all necessary information and evidence from relevant sources including similar, past complaints, guidance published by the Financial Conduct Authority (FCA) or Financial Ombudsman Service (FOS) and previous decisions by the FOS if appropriate
Resolution: We will aim to resolve your complaint within a reasonable timeframe (usually 3 working days) however, more complex issues may take more time. We will provide a substantive response to you, outlining the outcome of the investigation and any proposed remedies or actions to address the complaint.
Escalation: If you are not satisfied with the initial resolution, you can request a further review from the BOC Complaints Manager.

Some complaints may be subject to Ombudsman Referral: If your complaint remains unresolved after exhausting our internal complaint resolution process, you may have the option to refer your complaint to the relevant Ombudsman office for independent assessment and mediation. Details can be found at If your complaint is subject to Ombudsman Referral we will also send details when we acknowledge your complaint.

Continuous Improvement:

We are committed to continuously improving our products, services, and customer experience. We will analyse all complaints received, identify any trends and aim to solve root-causes.