Feedback and complaints

We aim to resolve your complaint as soon as you get in touch with us. However, where we need to look into your complaint in more detail we'll send you a response within 5 working days. This will explain: 

• When you can expect to hear from us again
• How your complaint will be dealt with

We always aim to respond to your complaints as soon as possible. However, depending on the type of query, this can occasionally take longer: 

• For a payment service: Responses may take up to 15 days (or 35 days if there are exceptional circumstances). Typically, this will be payments made or received from your Current Account, Credit Card or Savings Account
• For any other matter: Responses may take up to 56 days. Where we are unable to respond during this time we will contact you with an update. If we are able to resolve things straight away and to your satisfaction, we will send you written confirmation

If you are not happy with the way we resolved your complaint, please let us know as soon as possible. We will conduct a review and look to get it sorted. 

Alternatively, you can contact the Financial Ombudsman Service (FOS), who will independently review your case for free. 

Please note that if longer than six months has passed since our final response letter, the FOS will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. This includes where the FOS believes that the delay was the result of exceptional circumstances. 

The FOS contact details are found below:

Complaint form: https://www.financial-ombudsman.org.uk/make-complaint

Free phone: 0800 023 4567

Low-cost phone: 0300 123 9123

Website: www.financial-ombudsman.org.uk

Financial Ombudsman Service

Exchange Tower

London

E14 9SR

Every 6 months both the Financial Conduct Authority and the Financial Ombudsman publish complaints data about individual financial businesses. We've therefore provided a summary of our latest complaints data. For more information, see here.

Claims management companies are firms that act as intermediaries between claimants and companies being claimed against in return for a fee. 

Whilst you are free to use a CMC if you wish to do so, please be aware that if you contact us directly we will assess your complaint in exactly the same way that we assess complaints sent in by a CMC and you won't have to pay a fee if you do receive compensation.

For independent guidance on how CMCs work visit Which?

Our customers are at the heart of everything we do, and we want you to be happy with the products and service you receive. Unfortunately, we know that things can sometimes go wrong. When this happens, we aim to: 

• Put things right for you as best and as quickly as we can
• Make sure you know who is dealing with your complaint should we need more time to work out what’s gone wrong 
• Learn from your issue, and implement the changes needed to make sure it doesn’t happen again