Our commitment to you
We'll let you know we've received your complaint
We'll do everything we can to resolve your complaint as quickly as possible
For complaints relating to payments into or out of your account, we'll aim to get back to you in 2-5 weeks
For all other complaints, we have up to 8 weeks to provide you with a resolution - but we'll aim to get back to you sooner.
Our response
Summary Resolution Letter
If we resolve your complaint within 3 days of receiving it, and you're happy with the outcome, we'll send a Summary Resolution Letter. This letter will include information about the Financial Ombudsman Service (FOS).
If we resolve your complaint within 3 days of receiving it, and you're happy with the outcome, we'll send a Summary Resolution Letter. This letter will include information about the Financial Ombudsman Service (FOS).
Final Response Letter
If we can't resolve your complaint within 3 days of receiving it, we'll send you a Final Response Letter. This letter will tell you about how we investigated your complaint and give you the outcome. We'll also include information about the Financial Ombudsman Service (FOS).
If we can't resolve your complaint within 3 days of receiving it, we'll send you a Final Response Letter. This letter will tell you about how we investigated your complaint and give you the outcome. We'll also include information about the Financial Ombudsman Service (FOS).
What to do if you're not happy with our decision
We hope we can sort out any problems with you directly. But if you’re not happy with our decision, you can contact the Financial Ombudsman Service. They are a free and independent service who help customers resolve complaints with financial services.
You have six months from the date of our summary resolution or final response letter to send your complaint to them.
We will include a leaflet about their services with our letter. This explains what to do if you would like them to look into our decision.