How to complain
We are sorry you have felt you need to complain but letting us know when you are unhappy gives us the opportunity to put matters right for you and improve our service for everybody.
No matter how you communicate with us, we will listen and act on your needs. As you would expect, if you complain using the telephone, the faster we'll be able to try to get you back to normal.
You can contact us:
Or in person by telling us of your concerns
What we need from you
To help us respond appropriately and help you in the quickest manner, please tell us:
- A description of your concern
- What you'd like us to do to put things right
- Your name and address
- A daytime phone number and best time to contact you
- Your account details
Getting back to you
We will contact you to confirm that we're looking into your complaint and when you can expect to hear back from us
We will keep you updated about what is happening and if it looks like our investigations will take more than 8 weeks from when you first contacted us, we will provide you with a written update.
Our Final Response
When we have thoroughly looked into your complaint, we will write to let you know our final response. This will be a detailed letter that outlines what we found, what we plan to do as a result, and why we made the decision.
If you're not satisfied with how we dealt with your complaint
If you are not happy with the decision we've taken on your complaint and wish to take it further, you can ask the Financial Ombudsman Service to look into your complaint for you. This is a free, independent service for resolving disputes between customers and financial services institutions. They can only assist you once 8 weeks have passed since your initial complaint to us and they will also require you to consult them within 6 months of the date of our final response letter.
: 0800 0234 567
: The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR