Make a complaint online

About this form

This form allows you to raise complaints with us online.

If you need help with a product or service, please use our help and support page. If you can't find what you're looking for please call us, or send us a message using our Mobile Banking app.

Timescales

Please note that we're currently prioritising our most vulnerable customers. This means it could take between 1-8 weeks for us to come back to you with a resolution.

Within 4 business days, we'll send you an acknowledgement to let you know we have received your complaint.

 

Before starting, we need to understand more about your complaint.

 

Thanks for answering our questions.

This form deals with complaints only.

If you need help with a product or service, please use our help and support page.

Thanks for answering our questions.

This form deals with complaints only.

If you need help with a product or service, please use our help and support page.

OK, we're now going to ask you to share some personal information such as, account details, address and phone number. It's important you complete this section correctly as we will use this information to contact you.

 

Why we ask for your telephone number

We ask for a telephone number in case we need to contact you to discuss your complaint in more detail. We can also send you SMS updates if you provide us with a mobile number.

We understand this might not be an option for you, in which case please populate the box with zeros. There is a section later where you can tell us how best to contact you and list any other requirements you may have.
We want to be certain we've got the right details.

OK, as you have told us this is an existing complaint, we will be in the process of reviewing this. 

Submit additional information

Complaints can take anywhere between 1-8 weeks to be resolved.

We will be in touch with you as soon as we can, and this will most likely be by phone on the number you gave us earlier. On this call, we'll ask you some security questions before discussing your complaint in more detail.

Thank you, we'll be in touch soon.

How we will contact you

You don't need to worry about calling or messaging us, we will get in touch. Typically, you'll receive a call from us to discuss the issue in more detail or provide a resolution. In some instances, we might send you an SMS message. In both cases, we'll contact you on the number provided above.

We can call you between Monday-Friday, 8am-8pm.

 

Please enter your account details:

Please enter your account details:

Please enter your account details:

Please enter your account details:

Please enter your account details:

Please enter your account details:

The Financial Conduct Authority (FCA) set a deadline of 29 August 2019 to complain about PPI. As the deadline has passed, there are only a small number of scenarios where we may still look at a PPI complaint. These include:

EXCEPTIONAL CIRCUMSTANCES
If the reason you did not complain before the deadline is due to exceptional circumstances. This means something really important happened. Such as, you were seriously ill for an extended period before the deadline.

DECLINED CLAIM
If you made a claim on your PPI policy that was open after 29 August 2017 and the claim was rejected in part or in full.

 

Thanks for answering our questions.

Unfortunately you don't meet the criteria to complain about PPI due to the deadline set by the FCA.

Can you share an account number and sort code for an account you have with us?

Please enter your personal details:

(It's useful to include details of any dates, previous calls and reference numbers that relate to this complaint. For example, if you've raised a transaction dispute or suspected fraud, you will have been given a reference number for this). Feel free to give as much detail as you can. This will help us support you and offer the right resolution.
How we let you know about our final decision

During the complaint process, we may call or text you to discuss your complaint.

If we need to write to you to explain our final decision, we can usually send the letter by email. An exception to this is if the letter contains confidential information. In that case we must send the letter in the post using Royal Mail instead. Confidential information is something that is highly personal about you or your accounts. For example health issues you might have told us about as part of your complaint.

 

Before submitting this form, let us know if would like any additional support. It's useful for us to be aware of things like whether other people help you manage your accounts, any mental and physical illness or any impairments. For example, we can send communications in large print if that would help. Please note that by completing this section you consent to us recording all the details you share, however we'll only use what you tell us in relation to this complaint.
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