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 occured
- 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:
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.
Address your letter to your Relationship Manager or the Manager of your local branch.
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 customers
+44 (0)1624 697900
00350 200 73200
Lines are open Monday to Friday 9am to 5pm, except for public holidays.
When you call you’ll need to have your account information or your telephone banking details handy. We may record your call.
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.
If we can’t resolve your complaint within one week we’ll contact you, so you know who is dealing with it.
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.
We’ll try to resolve your complaint as quickly as possible and will commit to keep you updated on the progress we’re making.
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.