How do I make a complaint?
If there’s a problem, here’s how you can get in touch with us so we can sort things out. We always strive to give you the best possible service we can – so tell us what went wrong, and we can work together to put it right and make sure it doesn’t happen again.
How to get in touch?
If you are not satisfied with any aspect of the solutions or service that you receive, you can voice your concern in the following ways and we will start investigating straight away:
Online – email your Relationship Manager or email us [email protected]
In writing – address your letter to your Relationship Manager
Phone – your first point of contact will be your Relationship Manager who will aim to resolve your complaint straight away
How long will it take?
We’ll always do our best to fix the issue straight away, however for more complex complaints or where further investigation is required please allow up to eight weeks for us to resolve the issue. In the case of any payment related complaints we will aim to resolve these within 15 business days. We hope to do this much quicker in all cases and will keep you updated on progress regularly until your complaint has been resolved.
If we cannot reach an agreement with you
If for some reason we cannot agree an acceptable resolution to your complaint within eight weeks we will:
- Send you a letter giving our reasons for the delay and an indication of when we expect to provide a decision,
Or,
- Issue the Bank’s decision letter, which will explain our final position.
At this time, if you are not satisfied with our resolution or the steps we are taking to resolve your complaint, you may be eligible to refer your complaint to the Financial Ombudsman Service (http://www.financial-ombudsman.org.uk/).
Please note that if you receive a final response letter from us and you want to contact the Financial Ombudsman Service, you’ll need to do this within six months of receiving our response letter.
If you are a business customer with a turnover up to £10m per annum and total assets up to £7.5m, you may be able to have your complaint reviewed by the Business Banking Resolution Service (BBRS). Your complaint must not be eligible for the Financial Ombudsman Service, and you must refer your complaint to the BBRS within six months of the date of this letter. For further information, including details on eligibility criteria, please refer to their website, https://thebbrs.org/.