Making a complaint
We're committed to providing you with the best products and services. If you feel that we haven't met your expectations we'd value your feedback so we can put things right and make improvements.
Existing customers with account* specific queries, please log into Internet Banking and contact us via the My Messages facility.
*Credit card and Everyday Savings Account.
Write to us
PO Box 10565,
51 Saffron Road,
Please include your name, address, postcode and your preferred contact number.
Deaf, hard of hearing or speech impaired customers
Please use the following services to contact our Customer Service team.
British Sign Language video relay service.
Monday to Friday: 8am-6pm.
Textphone: 0345 300 1815.
Textphone keyboard required.
Monday to Sunday: 7am-8pm.
If you contact us with a complaint we'll do our best to resolve it immediately. If this isn't possible, we'll write to you within 5 working days. If your complaint is about a payment service we aim to provide our final response within 15 calendar days. If there are exceptional circumstances beyond our control we may take up to 35 calendar days. If your complaint is not about a payment service, we will provide a final response within 8 weeks and if we think we will take longer, we will let you know. If you're not satisfied with our final response you can refer your complaint to the Financial Ombudsman Service. You may be able to refer your complaint to the Financial Ombudsman Service before you receive our final response. We’ll get in touch during our investigations if we think this applies to you. You will always be able to refer your complaint to the Financial Ombudsman Service or use the online European Online Dispute Resolution platform if 8 weeks have passed since you first raised your complaint. Currently we believe the latter will be forwarded to the Financial Ombudsman Service, so this may be a slower option.