How to complain

Unhappy with our service?

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Get in touch

Ways to contact us

We’re sorry you need to complain.

We aim to resolve your complaint to your complete satisfaction as quickly as possible, by choosing telephony or webchat (if available) you will be directed immediately to one of our complaints team who will take responsibility for resolving your complaint or finding the right person to help you.

Below you can find information on how you can make a complaint.


If you like you can let us know what has gone wrong by completing  our online form.

By Phone 

Some customers find it easier to talk through their issues to help us understand what has gone wrong and how we can help. To talk to a member of our telephone banking team service you can call us.

In writing 

Alternatively you can write to us:

Click here for the list of addresses
Please include your telephone number so we can call you.

In person

To find your nearest branch use our branch locator.

Man discussing complaint over the phone

Already made a complaint?

Looking for an update?

If you have previously raised a complaint and are looking for an update, please refer to the contact details provided to you in the text or letter you have received from us.

What we need from you

Helpful information

What information do we need and why?

What to expect next

If you don't have a complaint

Additional information

PPI claims

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If you are still not happy

Financial Ombudsman

If for some reason we haven’t been able to resolve your complaint within eight weeks, or you’re not satisfied with the resolution you can refer your complaint to the Financial Ombudsman Service.

If you receive a final response letter from us and you want to contact the Financial Ombudsman Service, you’ll need to do this within 6 months of receiving our letter.

You can contact the service by writing to:

The Financial Ombudsman Service
Exchange Tower
London E14 9SR

Alternatively you can phone them on 0800 023 4 567 or 0300 123 9 123

Visit the Financial Ombudsman Service's website

Before you go...

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