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Where the complaint is initially made verbally, you will be requested to send a written summary of your complaint to a Jackie Houguez-Simmons at jhs@bayafinancial.co.uk. Once the written summary is received, we will, under normal circumstances, respond to you in writing within 7 days to set out our understanding of the circumstances leading to your complaint.

You will be invited to make any comments you have in relation to this. Within 21 days of receipt of your written summary, the person dealing with your complaint will write to you, in order to inform you of the outcome of the investigation into your complaint and to let you know what actions have been or will be taken.