How to complain Step 1 of 4: Please pick your account type See your ways to complain by picking your account type:
Step 2 of 4: We'll be in touch Your complaint will be passed to the relevant team to investigate as soon as they can. Where possible, we'll try to contact you to talk about your complaint. This will happen by the end of the third working day after we receive it.
Step 3 of 4: If we can't speak to you We'll send you an email or letter to let you know we've received your complaint and we're looking into it. This will happen within 5 working days.
Step 4 of 4: Our final response When we've finished investigating, we'll send you a final response letter. This can take up to 8 weeks. If your complaint is more complicated and we can't give you a final response at that time, we'll let you know how much longer we think it will take. Your final response letter will include the details of our investigation, our decision, and any next steps. It will also explain what you can do if you're not satisfied with our response.
After our final response If you're not satisfied with our final response, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date of our final response. If you do not refer your complaint in time, the Ombudsman Service will not have our permission to consider your complaint and so will only be able to do so in limited circumstances. For example, if the Ombudsman believes that the delay was a result of exceptional circumstances. You can find out more at financial-ombudsman.org.uk, they can step in if you feel that we haven’t come to a resolution that you are happy with. You can call them on 0800 023 4567, email: complaint.info@financial-ombudsman.org.uk or write to them: Financial Ombudsman Service Exchange Tower Harbour Exchange London E14 9SR
Our complaints figures Every 6 months, we publish information about how many complaints we've had and how long we've taken to resolve them. Complaints data