Customer Care Services
'We care and we listen....'
We are dedicated to listen to your concerns and your feedback, and most of all we want to help to resolve any issues you have.
Our aim is to keep our customers content with their banking services and to treat everyone as an individual.
We fully support the Financial Conduct Authority principle to Treat Customers Fairly and our commitment to you can be found here Treating our Customers fairly mission statement (click here)
If you have a problem or you are not happy with any element of our products or service, we would be grateful if you could give us the opportunity to resolve your query.
Our Complaints Procedure
To help us resolve your complaint, we will need the following information:
You can inform us of your complaint:
In writing: Banking Services Manager
Phone: 020 7398 5400
or +4420 7398 5400 (from outside the UK).
We promise to do everything we can within our ability to resolve your complaint.
If we can resolve the complaint to your satisfaction within three business days after the date the complaint is made, we will write to you with confirmation.
If we need more time to complete our investigation, we will:
We are required to write within eight weeks after receipt of your complaint with a final response, which will provide you with our decision, the reason for that decision and, where appropriate, what redress or remedial action you are entitled to.
In the unlikely event you are still unsatisfied with our response, you may be able to refer your complaint to the Financial Ombudsman Service.
The Financial Ombudsman Service
An independent service dealing with individual complaints that consumers and financial businesses haven’t been able to resolve themselves
You can contact them:
In writing: The Financial Ombudsman Service
Phone: 0800 0234 567 free for people phoning from a ‘land line’ (for example at home)
or 0300 123 9 123 free for mobile phone users who pay a monthly subscription
Further details about the Financial Ombudsman Service will be given with our final decision letter.
Click here to view the Customer TCF Statement