Find out how to contact us if something has gone wrong or you'd like to give us some feedback
Our customers are our top priority
We work hard to provide you with the best possible service. However, if at any time you think we haven't met your expectations please let us know. We will try to do everything we can do to put things right.
To help deal with your complaint, we have a complaints procedure that you can use to make us aware of any problems you've encountered. We'll do our best to address things quickly and fairly.
Our complaints procedure meets the requirements of both the Financial Conduct Authority (FCA) and the Financial Ombudsman Service (FOS).
We will do everything we can to resolve your complaint as soon as we can.
For more complex issues we may need more time to investigate your concerns. If this is the case, we will:
Write to let you know we have received your complaint, and then
Provide you with a response to the issues you've raised as soon as possible. Our complaints procedure allows us eight weeks to do this, but we will do our best to get back to you within four weeks
For complaints relating to Payments to/from your account, we will do our best to get back to you in 15 days, for complex issues our procedure allows 35 days.
If we can't respond to the issue quickly, we will contact you to explain why that has not been possible, and when we will be in touch with you again.
In the vast majority of cases we are able to resolve issues directly with our customers. However, if you still feel your complaint has not been dealt with satisfactorily, you will then have the option of contacting the Financial Ombudsman Service (FOS), their service is free to consumers.