Tell us how we've done
We try our best to deliver a great customer experience and we love to hear how well we’ve done. However, we understand that sometimes things go wrong and we want to hear about that too, so we can make things right.
Our commitment to you
Our customers really matter to us and we are committed to providing a great customer experience. We try to explain things in a straightforward way and take time to listen to you and act on what you tell us. If any issues do arise, our aim is to resolve them as quickly as possible and make sure you are satisfied with the outcome.
The Customer Resolution Team
All complaints will be dealt with fairly, impartially and all information that you provide will be treated confidentially. Once we have received your complaint we will do everything we can to resolve it quickly.
If we can resolve your complaint within 3 business days following the day we receive it, we will confirm the outcome in a letter to you and explain how you can refer to the Financial Ombudsman Service (FOS) if you are dissatisfied with the outcome of your complaint.
For the more complex issues we may need more time to investigate and if this is the case we will send you an acknowledgment letter within 5 business days of receipt of your complaint outlining the next steps and when you can expect to hear from us. You will be provided with a reference number for your complaint in case you need to contact us, and throughout the complaint investigation we will provide you with updates after 4 weeks and again at 8 weeks.
If we have not resolved your complaint within 4 weeks we will write to give you an update and provide an indication of when we think we will be able to resolve it.
Our aim is to resolve your complaint within 8 weeks from when we first received it, and once resolved we will send you a Final Response Letter. If we are unable to resolve your complaint within 8 weeks our letter at this time will explain why and give you a timescale of when we think we will be able to send you a final response. This letter will also include your Financial Ombudsman Service rights.
Financial Ombudsman Service (FOS)
If you are not satisfied with our final response or we have not been able to resolve your complaint within 8 weeks of receipt, our letter will; explain you are able to refer your complaint to the Financial Ombudsman Service (FOS). If you do refer to the FOS you should do so within 6 months of the date of your letter.
The Financial Ombudsman Service was set up by Parliament to resolve individual complaints between financial businesses and is a free, independent service that looks into disputes between financial businesses and their customers. You can find out more or contact them directly using one of the links below.
The contact details for the FOS are:
The Financial Ombudsman Service
Telephone: 0800 023 4567
FOS website: www.financial-ombudsman.org.uk
See also the European Commission’s Online Dispute Resolution website for cross-border transactions: http://ec.europa.eu/consumers/odr
If your complaint relates to PPI or commission levels please visit our PPI page by clicking the following link:
How to contact us
If you want to make a complaint or make an enquiry, it is important to us that we deal with your request as quickly and efficiently as possible. In order to do this we need specific information to locate your account. You can do this by completing the web form below with as many details as possible.