How do I make a complaint?

We want to offer you the best products and services we can, but we know sometimes things can go wrong. If they do, we aim to deal with the complaint quickly and appropriately, and stop the same issues affecting other customers.
 

What you need to do…

To make sure we have all the information to investigate your complaint please write to our Executive Office and provide:

• Your name and address
• The relevant account number
• Details of your concern or complaint
• A daytime telephone number where we can contact you
   

What we do next…

We want to resolve your complaint quickly and to your satisfaction.

We aim to acknowledge your complaint within 5 working days. (We resolve most complaints before this).

Within 4 weeks we will get back to you with either the result of our investigations or let you know what stage our investigations have reached.

Within 8 weeks we must write to you with our 'Final Response'. If we have not resolved your complaint within 8 weeks we will explain why and may ask you for more time to complete our investigations and offer a resolution.
 

If you are still unhappy

If you don't agree with our final response, or are not willing to allow more time you can contact the Financial Ombudsman Service (FOS) within 6 months of our final response. The FOS exists to mediate in disputes between consumers and financial services companies. It is a free service to consumers and their findings are binding on financial services companies. The FOS will not be able to take up a complaint until we have issued our 'Final Response'.
 

You can contact them at:

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
www.financial-ombudsman.org.uk