How to Complain

Call us on +44 20 7947 9700 Monday – Friday, 9am to 5pm (excluding UK bank holidays).

Ask to speak to your Relationship Manager or to one of our Customer Services team.

Calls may be recorded for training and quality purposes.

If we are able to resolve your complaint straightaway, or within three working days, we will write to you with a summary of your complaint and what we have done to resolve it. If you are not satisfied with our response you may be able to refer your complaint to the free Financial Ombudsman Service. You must do this within 6 months of our response, and we will provide you with details of how to do this. If it is going to take us longer to investigate your complaint then we will:

Step 1:

Upon receipt of your complaint, we will send you a Summary Resolution if we are able to resolve the complaint within three (3) business days otherwise, we will send you an Acknowledgement that we have received your complaint and explain how we intend to handle it.

Step 2:

Within 8 weeks, although normally sooner, we will write to you with our “Final Response”. This will summarise your complaint, whether we have accepted or rejected it, and, where appropriate, details of the remedial action we will take; which may include an offer of redress.

If we are unable to provide a Final Response within 8 weeks we will let you know at what stage our investigations are at, and when we expect to be able to provide you with our Final Response.

If your complaint relates to a payment, such as a direct debit, standing order or credit transfer, we will issue our Final Response within 15 days working days (3 weeks). If we are not able to do this we will write to let you know the reason for the delay and when we expect to be able to provide you with a Final Response; which will be within 35 working days (7 weeks) of your original complaint.

Step 3:

If we have not sent you our Final Response within 8 weeks (or 35 working days for payment related complaints), or you are dissatisfied with our Final Response, you may be able to refer your complaint to the free Financial Ombudsman Service for an independent review. You must do this within 6 months and we will provide you with details of how to do it.

www.financial-ombudsman.org.uk