Complaints

We’ll try to resolve your complaint straight away. If we can’t, we’ll write to you within five working days to let you know we’ve received your complaint, when you can expect to hear from us again and how we’ll be dealing with your complaint.

• Payment service complaints: we aim to send our final response within 15 calendar days of receiving your complaint. In exceptional circumstances, this may take up to 35 calendar days.
• All other complaints: we’ll send our final response within eight weeks. If we expect it to take longer, we’ll tell you.

In some cases, you may be able to contact the Financial Ombudsman Service before you receive our final response. We’ll let you know if this applies.

If you’re unhappy with how we handled your complaint or with the outcome after receiving our final response letter, you can refer your complaint to the Financial Ombudsman Service (FOS), an independent dispute resolution service, who will review your case for free.

You must contact them within six months from the date on our final response letter, otherwise the FOS will not have our permission to consider your complaint and so will only be reviewed by them in very limited circumstances.

Complaint form: www.financial-ombudsman.org.uk/make-complaint

Free phone: 0800 023 4597

Low-cost phone: 0300 123 9123

Visit the Financial Ombudsman Service website for more information and other ways to get in touch.

Every 6 months both the Financial Conduct Authority and the Financial Ombudsman publish complaints data about individual financial businesses. See a summary of our latest complaints data.