What to do if you have a complaint

We do all we can to ensure the highest standards of customer service, but we know that problems sometimes occur. If you're not happy with any part of our service please let us know and we'll do all we can to put it right.

Unhappy? Where to Start ...

Firstly, contact the Customer Service Manager at your local branch or telephone our Customer Service Centre on 0845 7665522 - they can normally deal with your problem straightaway, but if they can't they'll let you know how long it will take to look into.

Still unhappy?

If you're still not happy after you have spoken to the Customer Service Manager or Customer Service Centre, please let us know and we'll refer you to our Customer Relations Department, so that you can write directly to them. We'll notify you in writing, or by telephone, once we've received your letter, and tell you how long it's likely to take to investigate.

The Customer Relations Team will investigate your complaint and once this investigation has been completed we'll send you a final response letter. This letter will also provide you with details of the Financial Ombudsman Service. If you remain dissatisfied with our final response you have the right, within six months of the date of this letter, to refer your complaint to the Financial Ombudsman Service.

Finally ...

If you've received a final response letter, or eight weeks have elapsed since you first brought your complaint to our attention, you can refer the matter to the Financial Ombudsman Service, which provides an independent adjudication service free of charge.