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Complaints Procedure

November 10, 2020

Our Step-by-Step Complaints Procedure

If you’re not completely happy with our service we would like to hear about it so we can do something to put it right.

At Thistle 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 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; and
  • make sure you are satisfied with how your complaint was resolved.

How & 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: Visit our Main Office at Thistle House, Woodside Road, Bridge of Don, Aberdeen, AB23 8EF.  Our standard office hours are from Monday to Friday, 9am to 5pm.

In Writing: Write to The Customer Complaint Manager, Thistle House, Woodside Road, Bridge of Don, Aberdeen, AB23 8EF.

By Telephone: Call us on 01224 706 555 during our standard office hours and ask for the Customer Services Department.

By Email: You can also email us at info@thistle.group

How long will it take?

We will wherever possible try to resolve your complaint immediately, but if we can’t then we will write to you within five business days to tell you:

  • why we have not resolved your complaint;
  • who is dealing with your complaint; and
  • when we will contact you again.

We endeavor to resolve any complaints as quickly as possible.  We will keep you informed on a regular basis but if you need an update please call us on 01224 706555 and ask to speak with the member of staff who is handling your complaint.

If we cannot reach agreement with you

If we can’t agree a solution with you within eight 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.

The Financial Ombudsman Service

Our aim is to resolve all complaints directly and 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).  Please note that only complaints relating to the sale of financial services should be referred to the FOS.

Please note that 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 letter.

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London, E14 9SR

You can also call them on 0800 023 4567, or Email them at complaint.info@financial-ombudsman.org.uk.

Further helpful information can be obtained from visiting the Financial Ombudsman website at www.financial-ombudsman.org.uk.