Submit a complaint
Use the below form to raise your concern with us
ERGO Complaints form
What information do we need and why?
To help us investigate and resolve your complaint we need this information to understand your issue and what has gone wrong, to make sure we can get your complaint to the right person to fully investigate and provide you with a resolution. Your contact details will help us to get hold of you if we need to discuss your complaint further or require further information.
What happens next?
We will always aim to resolve your complaint as quickly as possible, your complaint will be escalated for further investigation by our formal complaints team who will keep you updated along the way. We will write to you and acknowledge that your complaint has been raised and explain the next steps.
The Complaints Team will investigate your complaint fully and ideally write to you within 4 weeks to outline their findings and a resolution. If, at the 4-week point, we need more time to investigate, we will write to you to confirm this.
As soon as we are confident that a thorough investigation has been completed and that we can provide an unbiased decision, we will issue our final response. Under guidance from the Financial Conduct Authority we must do this within 8 weeks (56 days) from the date we received your complaint. If there are exceptional circumstances that prevent us from adhering to this timescale, we will write to you at this point and provide information on how you can refer the matter to the Financial Ombudsman Service.
During our investigation, we aim to keep you as informed on our progress as possible. We may need to contact you at various points should we require any further information or to provide an update.
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