Complaints Procedure
What to do if you have a complaint
If you have any cause for complaint, please tell us.
There may be occasions when something goes wrong in the delivery of a service that leaves you dissatisfied. Should this happen we would appreciate being given the opportunity to resolve any problems or difficulties. Our aim will always be to bring such matters to a conclusion promptly and to your entire satisfaction.
How to make contact with us
If something has gone wrong with the level of service provided to you please bring this to the attention of any member of staff. The staff member will note details of your complaint and then ensure that the information provided is dealt with as per the complaints procedures noted below.
Next steps:
Let your usual point of contact know
Inform us of your complaint and how you think it could be resolved by:
- Calling into any branch
- Writing to us at the address shown on your statement
- Contacting your relationship manager
- Calling our Commercial Telephone Banking Centre on
0845 300 0268 (Mon-Fri, 7am-8pm and Sat, 9am-2pm)
How we handle your complaint
Stage 1:
The person you first contact with the details of your complaint will aim to resolve the problem within the first 48 hours of the complaint being raised. Happily, most customer concerns are successfully resolved at this initial stage. If this isn't the case, then your complaint will pass into the next stage.
Stage 2:
If for whatever reason your complaint isn't resolved in 48 hours. We will acknowledge, in writing your complaint and confirm the position of it within 5 working days of it being raised. We'll also provide you with the name of the person who will be handling the complaint.
Until the complaint is resolved, we'll be in regular contact (these updates can take any particular format) and, at a minimum, you will receive an update every four weeks.
If after 8 weeks, your complaint is still unresolved, it will move to stage 3
Stage 3:
If after 8 weeks, your complaint is still unresolved, we will issue you with a response to explain:
- Why we are not in a position to issue a final response
- Indicate when we expect to provide a final response
At this time we will also inform you of whether you are eligible to refer your complaint to the Financial Ombudsman Service. This is the independent body that investigates and makes a final decision on banking or other financial disputes. Whether you can go on to this stage depends on the nature of your complaint and on whether you are eligible to refer the matter to the Ombudsman. A leaflet with more information is available on request.
Alternatively, the Ombudsman can be contacted direct at the following address:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Tel: 0300 123 9 123
Switchboard: 020 7964 1000
From outside the UK: +44 20 7964 1000
Email: complaint.info@financial-ombudsman.org.uk
For further information visit the Financial Ombudsman Service website at: www.financial-ombudsman.org.uk
Complaints are of the utmost importance to us, because as always, it's only by listening to feedback from our customers that we can provide a better service. Your complaint will be treated fairly and you will be kept informed throughout each stage of the complaints process.
The Financial Services & Markets Act 2000 sets out timescales for dealing with such complaints. To reduce inconvenience to you, we aim to reduce those timescales wherever possible.
Get in touch
