If your complaint relates to PPI then please visit our dedicated web page.
You will receive a response so you know we have received your complaint. This will contain your complaint reference number for your records and will help us find your information quickly should you need to contact us.
We may need to contact you to discuss your complaint and help resolve things quicker for you, to help us to do this please provide us with your up to date contact details including a phone number and email address. We will get in touch with our decision by phone, in writing, or by email.
Please Note: Our calls may appear as ‘private’, ‘unknown’ or ‘withheld’ on certain handset. If you have provided an email address or have opted for paperless statements, please check your junk email folder as emails may fall into here instead of your inbox.
Regulations allow us up to 56 days to resolve customer complaints but we hope to do this much quicker, and will keep you updated on our progress.
We will get in touch with written communication no later than 10 days of us receiving your complaint if we are still investigating it, and then at regular intervals after that. We will endeavour to communicate with you via email if we have an existing email address on file or If you have provided one when raising your complaint.