Listening to your concerns
We want to listen to you if you feel we can do better. That’s because whatever you tell us gives us an opportunity to improve our service so we get it right for all of our customers, every time.
How to make a complaint
You can make a complaint in a number of ways.
Information we need
Please provide us with the following information:
- Your full name and address
- Your account details
- Your daytime contact telephone number (when we call you it may show as ‘withheld’ number but we will always try to leave a message with a name and contact telephone number for you to call us back)
- Details of your complaint, along with supporting information/copies of any additional documentation you want to provide
- What impact this has had on you and what you would like us to do to put it right
We will always do our very best to resolve your complaint as soon as we can, but sometimes it might take longer than we would like. Here’s what you can expect from us:
Where we can resolve your complaint within three business days* after we receive your complaint we will send you written confirmation of this.
For those that might take a little longer to review, we will send you a letter to acknowledge your complaint and let you know when you can expect to hear from us again. We will also give you a reference number for your complaint, should you wish to contact us. Sometimes we might need to ask for a bit more information to help us.
* A business day is any day that is not a Saturday or Sunday, or a bank holiday in the UK
Complaints relating to payments
Includes complaints about making and receiving payments on your current account, credit card or instant access savings account.
·We will try to resolve your complaint within 15 days and send you our final response.
In exceptional circumstances we may need more time. If this is the case we will write to you again to explain what is happening and how much longer it might take us.
For all other complaints
We have 8 weeks to resolve your issue however we will send you our final response as quickly as possible. We will make sure to keep in contact with you so that you know how were are getting on.
In exceptional circumstances our investigation may take longer than 8 weeks. If this is the case, we will provide you with a detailed update and what steps you can take.
Help and Guidance
What can I do if I’m still unhappy?
If you are not happy with the outcome of your complaint, you might be able refer to the Financial Ombudsman Service. They provide a free, easy to use independent service that settles disputes between consumers and financial services. You can contact them at:
The Financial Ombudsman Service
Harbour Exchange Square
London, E14 9SR
You will be able to contact the Financial Conduct Authority if you think that we have not complied with the Payment Services Regulations 2017. If the non-compliance relates to cash machine charging information or access to a payment account you will be able to contact the Payment Systems Regulator.