We are committed to providing products and services of the very highest standards. If you feel that we haven't lived up to your expectations in any way, we'd like to know so we can put things right for you.
We'll do all we can to resolve your complaint by the end of the next business day. If we can't do this, we'll write to you within five working days to tell you what we've done to resolve the problem, or acknowledge your complaint and let you know when you can expect a full response. We'll also let you know the name and contact details of the person or team dealing with your case.
Business customers that are micro-enterprises with a group annual turnover or balance sheet up to €2 million (sterling equivalent) and who have fewer than 10 employees may be eligible to take their complaint to the Financial Ombudsman Service.
If we haven't issued our response within eight weeks from the date you first raised your complaint, or if you're dissatisfied with our response, you can ask the Financial Ombudsman Service for an independent review. The Financial Ombudsman Service will only consider your complaint once you've tried to resolve it with us, so please take up your concerns with us first and we'll do all we can to help. You can contact the Financial Ombudsman Service using the following address:
The Financial Ombudsman Service
You can also call the Financial Ombudsman Service on the below numbers:
08000 234 567
(Calls to this number are now free on mobile phones and landlines)
03001 239 123
(Calls to this number cost no more than calls to 01 and 02 numbers)
These numbers may not be available from outside the UK – so from abroad call on +44 207 964 0500
Monday to Friday, 7am to 8pm
Saturday, 9am to 2pm
0345 835 3858
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