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Making a complaint

Call us: 0845 600 6014

We're open 8am to 6pm Monday to Friday and 9am to 4pm on Saturdays

We're sorry if we haven't provided you with the service you expect. We appreciate you taking the time to tell us about your experience as it means we can put things right for you and make improvements that may benefit other customers.

Here you'll find everything you need to know about making a complaint, your rights and what you can expect from us

> How to complain
> What we'll do about your complaint
> Get in touch about an existing complaint
> Using a solicitor, claims management company or third party
> The Financial Ombudsman Service

 


How to complain

Payment Protection Insurance (PPI) complaints

We have more information about PPI and a specialist team dedicated to resolving PPI complaints. Contact the PPI complaints team.

All other complaints

 

The best way for us to understand and resolve your complaint is for you to call us on:
0845 600 6014 between 8am and 6pm Monday to Friday or 9am to 4pm on Saturdays.

We can resolve most complaints there and then, however if calling isn't convenient you can:

 

 


What we'll do about your complaint

We'll do everything we can to resolve your complaint as soon as we receive it.

Occasionally, for more complex issues, we need more time to investigate your concerns. If this is the case, we'll send you an acknowledgement letter outlining the next steps and when you can expect to hear from us. We'll keep you updated of the progress throughout our investigation.

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Get in touch about an existing complaint

If you need an update, or to give us some more information about an existing complaint, please call us on 0845 600 6014 between 8am - 6pm Monday to Friday & 9am - 4pm Saturdays.

Alternatively, you can visit a branch, fill in the Online Complaints Form or email us

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Using a solicitor, claims management company or third party

If you employ a solicitor, claims management company or third party - e.g. a financial advisor - to handle your complaint, we'll investigate your complaint in the same way as when we deal with you directly. Please be aware that:

  • we don't charge to investigate your complaint
  • we're not liable for any fees you need to pay for a third party's services
  • if we agree with your complaint and we make a redress payment, we'll generally only make this payment directly to you.

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The Financial Ombudsman Service

The Financial Ombudsman Service acts as an independent and impartial organisation which helps settle disputes between consumers and financial services businesses.

If you're not happy with our final decision about your complaint, you may be able to refer your complaint to the Financial Ombudsman.

For the Ombudsman to look into your complaint you must have tried to resolve it with us first or it must have been over 8 weeks since you first raised your complaint.

We'll send you full details about the Financial Ombudsman Service with our final decision letter.

You can contact the Financial Ombudsman Service by:

Phone: 0800 0 234 567 (free from fixed lines) or 0300 123 9 123 (free for mobile users who pay a monthly charge for calls to numbers starting 01 or 02)

Email: complaint.info@financial-ombudsman.org.uk

Post: Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR

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