Making a complaint
If you're not happy for any reason, tell us. We take all complaints seriously and work hard to resolve them as soon as possible.

The deadline for making a complaint about the mis-selling of PPI policies or the non-disclosure of commission has now passed. We’ll only review your policy if you can show that exceptional circumstances meant you couldn't make your complaint before 29 August 2019. If this applies to you please contact us. Information about the deadline date and exceptional circumstances can be found on:

Financial Conduct Authority

Financial Ombudsman Service

We’ll try to call you within the first two working days after we’ve received your complaint to discuss it with you. If we can’t speak to you or need more time to resolve it, we’ll write to you within five working days to let you know.
   

We aim to resolve all complaints as quickly as possible. To meet regulations, this must be done within 15 business banking days^ for payment service complaints* and up to 56 days for all others.
   

^Business banking day means Monday to Friday, excluding public holidays

*Examples of payment services are money transfers, Direct Debits, card payments, ATM withdrawals

You’ll need to contact the Financial Ombudsman Service within six months of the date of our summary resolution communication or final response letter.

To contact them:

• call free on 0800 023 4567
• visit the website and fill out the online form
• write to Exchange Tower, Harbour Exchange, London E14 9SR
• email: complaint.info@financial-ombudsman.org.uk

For our size, we receive relatively few complaints and we resolve them as quickly and sympathetically as we can.

Complaints report