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Unhappy with our service?

Making a complaint

Tell us what went wrong

We’re sorry things have gone wrong. We always try to give you the best possible service but occasionally we don’t get things right.

Thank you for bringing this to our attention, giving us an opportunity to put matters right, and improve our customer service.

What we’ll need to know

So that we can start dealing with your complaint straight away we’ll need:

  • Your name and address
  • Your account number and sort code
  • When the issue occurred
  • A description of your complaint
  • Any names or dates you’ve noted if you’ve already spoken to someone about this problem
  • How you’ve been affected by this
  • A contact number and convenient time to contact you

How to get in touch

There are several ways that you can contact us. Whichever way you choose, we’ll start investigating straight away.

The quickest way to let us know about the problem is with our online complaint form however other options are available.

Submit a complaint online Open in new window
What we’ll need to know Open in new window

Other ways to get in touch

What we’ll do next

We’ll do our best to resolve your complaint straight away. If we can’t, we’ll keep you updated step-by-step.

  • If we can’t resolve your complaint within one week, we’ll contact you so you know who is dealing with it.
  • We’ll keep you updated regularly but if you have any questions, you’ll be able to contact the person dealing with your complaint directly.
  • We’ll try to resolve your complaint as quickly as possible and will commit to keeping you updated on the progress we’re making.

If you’re not happy with our progress at any time, please call the person dealing with your complaint straight away.