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How to make a complaint

If you’re not happy about our service, please let us know as soon as you can. Letting us know gives us the chance to fix it for you and keep growing to benefit all Sunflower customers.

Before you get in touch, please have these ready:

  • A detailed description of your complaint
  • What you’d like us to do
  • Your name and address
  • A daytime telephone number and the best time to contact you
  • Any relevant agreement or customer numbers

Our complaints process

We always try to resolve complaints within 5 working days, but some can take a while to fully investigate. If we need more time, we’ll keep in touch to let you know.

By day 28 (four weeks)

If we haven’t been able to give you a full response to your complaint by this time, we’ll be in touch to give you an update.

By day 56 (eight weeks)

In the unlikely event that we haven’t been able to resolve your complaint within 56 days, we’ll send you a further update.  

If we don’t resolve your complaint to your satisfaction, or we haven’t issued a full response within 8 weeks from when you first let us know about your concerns, you may refer your complaint to the Financial Ombudsman Service.

The Financial Ombudsman is an impartial representative that settles complaints between individual customers and businesses when a satisfactory outcome can’t be reached between the two. You normally need to do this within 6 months of receiving our final response or our acknowledgement that we haven’t been able to resolve your complaint after 8 weeks.

You can see details about the Financial Ombudsman Service on their website: http://www.financial-ombudsman.org.uk/consumer/complaints.htm