We work hard to get things right, but we know we will not always be perfect. When something goes wrong, we want to hear about it — a complaint is a chance to put things right and to improve.
How to raise a complaint
You can raise a complaint using the Make a Complaint form on our Forms & Requests page, by email, or by phone. Tell us what happened and what you would like us to do, and include your account or reference number if you have one.
What happens next
We will acknowledge your complaint promptly and look into it fairly. We will then send you a written response explaining what we have found and any action we are taking. We aim to keep you informed along the way.
If you are not satisfied with our final response, you may be able to refer your complaint to the Financial Ombudsman Service free of charge. We will explain how to do that in our response. Our Feedback & Complaints page sets out the process in full.