Complaint Information

Do you have a concern?

We are here to help.

We are here to resolve any issues or complaints you may have. Please contact us using one of the methods below:

Please provide us with your name, account or last 4 digits of your card number, the reason for your concern and as much relevant information as possible to assist us.

The next steps:

• For complaints about payment services, a full and final response will be issued within 15 working days from the date we receive your initial complaint. This will set out our understanding of your concerns and a possible resolution.
• In exceptional circumstances where we are unable to issue our final response within 15 working days, we will within 35 days. We will still update you within 15 days to tell you when we will fully reply.
• For complaints not relating to payment services, a final response letter will be issued within 8 weeks.

Financial Ombudsman Service.

We are committed to ensuring all complaints are fairly addressed.

However, if you are still unhappy with the outcome of our final response, you may choose to refer your complaint to the Financial Ombudsman Service who will provide an impartial view. You may also refer your complaint to the Ombudsman if 15 business days for payment services complaints, or 8 weeks for any other kind, have passed and we have not been able to respond.