Making a complaint

When we receive your complaint, we promise to:

Update you regularly about your complaint (please make sure we have your most up-to-date mobile number so we can do this)

Let you know within five days that we’ve received your complaint, if it hasn’t already been resolved

For complaints relating to making payments and transactions, try our best to resolve your complaint within 15 working days from the date when we receive it. In exceptional circumstances it may take up to 35 working days, but we’ll let you know if this is the case

For all other complaints, write to you within four weeks if we haven’t managed to resolve your complaint

Try our best to deal with your complaint within eight weeks. If we need more time, we’ll let you know

We always aim to resolve your complaint. However, if you feel we haven’t done this, please let us know so we can understand if there is anything more we can do. You can contact us using any of the ways listed above.

If you haven’t received a reply from us within the timescale we promised, or if you’ve received it and you’re still unhappy, you have the right to refer your complaint to the Financial Ombudsman Service. You have six months from the date of our final response or from the deadline when you should have received it to do this.

Please see timescales below:

35 working days for complaints relating to making payments and transactions

Eight weeks for all other complaints