If you prefer to write to us, use this address:
PO Box 600
Binley Business Park
We hope you never have to complain, but if for any reason you think we've made a mistake, tell us and we'll try to put it right.
We’ll do everything we can to answer your complaint as soon as possible.
For complaints that we can resolve quickly, we'll send you a summary resolution communication. This letter will let you know that your complaint has been resolved and tells you about the Financial Ombudsman Service.
If we need more time, we’ll take the following 3 steps.
We’ll write to you to acknowledge your complaint and keep you informed of our progress throughout.
Regulations allow different timescales for resolving different types of complaints. These timescales depend on what your complaint is about.
For payment service complaints* – we have 15 business banking^ days to resolve these complaints but if we need more time, we’ll contact you to let you know.
For all other complaints – we have up to 56 days, although we aim to resolve the majority more quickly than this.
When we’ve completed our investigation, we’ll write to you with our final response telling you what we found out, our decision and if applicable, what we plan to do. We’ll also provide information about the Financial Ombudsman Service.
*Examples of payment services are money transfers, Direct Debits, card payments, ATM withdrawals. ^Business banking day means Monday to Friday, excluding public holidays.
If you don’t think we’ve dealt with your case properly and fairly, you can ask the Financial Ombudsman Service to investigate, but you must contact them within six months of the date of our summary resolution communication or final response letter to you.
The Financial Ombudsman Service resolves problems between financial organisations and their customers.
This is a free and independent service.
If together we can't resolve your complaint, you can ask the Financial Ombudsman to investigate, and they'll give us an unbiased answer about the situation.
If the Financial Ombudsman decides we've treated you unfairly, they can tell us to put things right - and we have to comply. You must give us a chance to investigate your complaint before contacting the Financial Ombudsman and you must contact them within six months of the date of our summary resolution communication or final response letter to you. (Please don't include any account or security information in your message.)
To contact the Financial Ombudsman Service: