We do everything we can to make sure our customers get the best possible service. However, sometimes, we don't get things right.
If that happens, we always encourage you to tell us, so that we can put it right.
We want to:
|In person||Visit any of our branches and speak to one of our staff. Use our Branch Locator to find your nearest branch.|
|In writing||Address your letter to your Relationship Manager or the Manager of your local branch.|
|By telephone|| |
Use your usual number for contacting the Bank.
Lines open Monday to Friday 9.00am to 5.00pm GMT except public holidays.
|Online||Complete our online form. Please note that additional personal information should not be included in this message for security reasons. We will respond by telephone or letter for the same reason.|
You can save or print a copy of our complaints procedure guide for future reference.
We treat complaints as a priority and will always aim to resolve as soon as possible. In most cases, complaints can be resolved within two weeks, however more complex complaints may take longer. We will always keep you up to date until your complaint has been resolved.
If together we can not reach agreement on the satisfactory resolution of your complaint, we will send you a 'final response letter'. This will clearly outline our position with regard to your complaint. If a Financial Ombudsman Scheme exists in your jurisdiction, the final response letter will advise you how to contact them.
You can also review the regulator's website, for the jurisdiction where your account is held: