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How to complain

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:

  • make it easy for you to tell us when things go wrong
  • give your complaint the attention it deserves
  • resolve your complaint without delay
  • make sure you are satisfied with how your complaint was resolved

How and where to complain

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.

  • Jersey: 01534 282828
  • Guernsey: 01481 703800
  • Isle of Man: 01624 697900
  • Gibraltar: 00 350 20077737

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.

How long will it take?

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.

What if we can't reach an agreement?

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: