Making a Complaint
We recognise that we don't always get things right and we have a formal complaints procedure in place to try and resolve issues for you. We aim to deal with complaints as quickly as possible whilst making sure that we treat customers fairly.
You can register your complaint in the following ways:
||Write directly to us:
For mortgage related complaints:
Call us on 0330 159 7152*
Lines are open between
8.30am and 6pm
For all other complaints:
Call us on 0330 159 7157*
Lines are open between 9am and 5pm Monday to Friday
** Calls may be recorded for monitoring and training purposes. Charges for calling 03 numbers are the same as for calls made to standard UK landline phone numbers starting 01 or 02 and are also included in bundled minutes and unlimited call packages.
PO Box 656,
Please note - if you have a general query please use the numbers found on the contact us page.
How will my complaint be dealt with?
We aim to deal with complaints as quickly as possible. In all cases we will acknowledge your complaint within five working days. We will aim to resolve your complaint within eight weeks, keeping you informed of progress. If there is any reason for a delay in responding, we will let you know.
What information do I need to provide?
In order to help us deal with your complaint please provide us with your account details (if you have them), up to date contact information and as much documentation as possible that supports your complaint.
What if I'm not happy with your final decision?
If you're still not satisfied once you've received our final response you can refer your case to the Financial Ombudsman Service using the details below:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
See contact details for the Financial Ombudsman Service
Please note - the Financial Ombudsman Service will not look at your complaint until you have exhausted our internal complaints procedure and received our final response letter or 8 weeks after your complaint was received by us, even if we have not provided you with a response.
The Financial Ombudsman Service publish details of rulings on their website. Search the database of historic FOS rulings
If you need our response in another format such as Braille, large print, audio or interpreter services, please contact our team by:
||0330 159 9626* (9am to 5pm Monday to Friday)
PO Box 656