Make a complaint
If something has gone wrong, we want to put it right.
We always try to give you the best possible service. But sometimes things don't turn out as we would hope.
If you feel we have let you down in any way, please tell us. We will do our best to solve your problem quickly and fairly.
How to make a complaint
Online
Call us
Lines are open:
9am to 5pm Monday to Friday
9am to 5pm Monday to Friday
Visit a branch
What happens next?
Whatever the issue is, we will try and fix it as soon as we can. If it looks like it's going to take longer, we will get in touch to let you know and give you regular updates.
If we can resolve your complaint in 3 days and you are happy with our decision, we will send you a summary resolution letter.
If it takes us longer than 3 days or you are not happy with our decision, we will send you a final response letter.
The Financial Conduct Authority regulations give us 35 days for complaints about payments and 8 weeks for all other complaints.
What to do if you're not happy with our decision
We hope we can sort out any problems with you directly. But if you’re not happy with our decision, you can contact the Financial Ombudsman Service. They are a free and independent service who help customers resolve complaints with financial services.
You have six months from the date of our summary resolution or final response letter to send your complaint to them.
We will include a leaflet about their services with our letter. This explains what to do if you would like them to look into our decision.
How to contact the Financial Ombudsman
Our complaints reports
Our complaints reports show how many complaints we received over a six month period.