We aim to get things right first time, but if something falls short we want to know. This page explains how to complain and what happens when you do.
→Easy to raise a complaint
→Prompt acknowledgement
→Fair investigation
→Clear response
→Escalation to the Ombudsman
→We learn from feedback
How to complain
You can raise a complaint by contacting us in writing or by phone. We will acknowledge it promptly, investigate fairly, and give you a clear response within the timeframes our regulator requires.
If you are still unhappy
If we cannot resolve your complaint to your satisfaction, you may be able to refer it to the Financial Ombudsman Service, which provides a free, independent review. We will tell you how when we respond.
Questions about how we operate?
We are happy to explain anything on this page.