Make a complaint

You can make a complaint via telephone, email or by completing an online form.
 

Call us

0800 056 5252*

9am - 5pm: Mon to Fri
Our complaints process meets the requirements of the Financial Conduct Authority and the Financial Ombudsman Service (FOS).

You're our top priority

We work hard to provide you with the best possible service. However, if you feel we haven’t met your expectations, please let us know. We'll do everything we can to try and put things right.

Our complaints process helps you tell us about any problems you have. We’ll do our best to address things quickly and fairly.

Our commitment to you

  • We'll let you know we've received your complaint
  • We'll do everything we can to resolve your complaint as quickly as possible
  • For complaints relating to payments into or out of your account, we'll aim to get back to you in 2-5 weeks
  • For all other complaints, we have up to 8 weeks to provide you with a resolution - but we'll aim to get back to you sooner.

Our response

Summary Resolution Letter
If we resolve your complaint within 3 days of receiving it, and you're happy with the outcome, we'll send a Summary Resolution Letter. This letter will include information about the Financial Ombudsman Service (FOS).

Final Response Letter
If we can't resolve your complaint within 3 days of receiving it, we'll send you a Final Response Letter. This letter will tell you about how we investigated your complaint and give you the outcome. We'll also include information about the Financial Ombudsman Service (FOS).

The Financial Ombudsman Service (FOS)

If you feel your complaint hasn't been dealt with satisfactorily, you can contact the Financial Ombudsman Service (FOS). This service is free for consumers.