Making a complaint

Information about our complaints process

Our dedicated complaint handling team will:

  • 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

Ways 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 please tell us so that we can put it right.

What we'll need from you when you make your complaint:

  • Your name and address
  • Your sort code
  • When the issue occurred
  • A description of the complaint
  • Any names or dates you've noted if you've already spoken to someone about this problem
  • How you've been affected by this problem

You can complain through any of the following methods:

  1. Online

    Complete our online complaint form.

    Please note that additional personal information should not be included in this message for security reasons. We'll respond by telephone or letter.

  2. In writing

    Address your letter to your Relationship Manager or the Manager of your local branch.

  3. By phone

    If you have a personal or business account with us, please call your Relationship Manager or contact us on:

    +44 (0) 1534 282828

    +44 (0) 1481 703800

    Isle of Man
    +44 (0) 1624 697900

    00350 200 73200

    Lines are open Monday to Tuesday 9am - 5pm, Wednesday 10am - 5pm and Thursday to Friday 9am - 5pm (except public holidays). Calls may be recorded.

    When you call you’ll need to have your account or telephone banking details.

  4. In person

    Visit any of our branches and talk to one of our team. Use our branch locator to find your nearest branch.

We'll do our best to resolve your complaint straight away

If we can't, we'll keep you updated step-by-step. 

  1. 01

    If we can’t resolve your complaint within one week we’ll contact you, so you know who is dealing with it.

  2. 02

    We’ll keep you updated regularly, but if you have any questions you’ll be able to contact the person dealing with your complaint directly.

  3. 03

    We’ll try to resolve your complaint as quickly as possible and will commit to keep you updated on the progress we’re making.

  4. If you’re not happy with our progress at any time, please call the person dealing with your complaint straight away.

Financial ombudsman schemes

Ombudsman schemes exist in the Channel Islands and Isle of Man. The Ombudsman acts independently of the Bank and provides a free service as an impartial adjudicator.

Our guide to complaints

Save or print a copy of our complaints guide.

Something else we can help you with today?