Make a complaint online

About this form 

This form lets you tell us about a complaint online.

If you need help with a product or service, please use our help and support page.

If you can't find what you're looking for, please call us or send us a message using our Mobile Banking app.

Timescales

We’ll send you an acknowledgement of your complaint within four working days.

 

Before starting, we need to understand more about your complaint.

 

Thanks for answering our questions.

This form deals with complaints only.

If you need help with a product or service, please use our help and support page.

Thanks for answering our questions.

This form deals with complaints only.

If you need help with a product or service, please use our help and support page.

Now we’re going to ask you to share some personal information, such as account details, address and phone number. It's important you complete this section correctly. We’ll use this information to contact you.

Why we ask for your phone number

We ask for a phone number in case we need to contact you to discuss your complaint in more detail. We can also send you SMS updates if you give us a mobile number.

We understand this might not be an option for you. In that case, please enter zeros in the box. There’s a section later where you can tell us how best to contact you and about any other needs you have.
We want to be certain we've got the right details.

As you’ve told us this is an existing complaint, we’ll be in the process of reviewing this.

Submit additional information

It can take us 1-8 weeks to resolve your complaint.

We’ll be in touch with you as soon as we can. This will most likely be by phone on the number you gave us earlier. On this call, we'll ask you some security questions before discussing your complaint in more detail.

Thank you, we'll be in touch soon.

How we'll contact you

You don't need to worry about calling or messaging us. We’ll get in touch. Usually, you'll receive a call from us to discuss the issue in more detail or give you a resolution. In some instances, we might send you an SMS message. In both cases, we'll contact you on the number you gave us.

We can call you between Monday-Friday, 8am-8pm.

 

Please enter your account details:

Please enter your account details:

Please enter your account details:

Please enter your account details:

Please enter your account details:

The Financial Conduct Authority (FCA) set a deadline of 29 August 2019 to complain about PPI. As the deadline has passed, there are only a few scenarios where we may still look at a PPI complaint. These include:

EXCEPTIONAL CIRCUMSTANCES

If the reason you didn’t complain before the deadline is due to exceptional circumstances. This means something really important happened. For example, you were seriously ill for a long time before the deadline.

DECLINED CLAIM

If you made a claim on your PPI policy that was still open after 29 August 2017 and we rejected the claim in part or in full.

 

Thanks for answering our questions.

In this instance, you don't meet the criteria to complain about PPI due to the deadline set by the FCA.

Can you share an account number and sort code for an account you have with us?

Please enter your personal details:

It's useful to include details of any dates, previous calls and reference numbers that relate to this complaint. For example, if you've raised a transaction dispute or suspected fraud, we’ll have given you a reference number for this. Feel free to give as much detail as you can. This will help us support you and offer the right resolution.

How we let you know about our final decision

During the complaint process, we may call or text you to discuss your complaint.

If we need to write to you to explain our final decision, we can usually send the letter by email. An exception to this is if the letter includes confidential information. In that case we must send the letter in the post instead. Confidential information is something that is highly personal about you or your accounts. For example, health issues you might have told us about as part of your complaint.

 

Before submitting this form, let us know if you’d like any additional support. It's useful for us to know if other people help manage your accounts or if you are living with any mental and physical illness or disabilities. We can send communications in a number of formats if that would help. By completing this section you consent to us recording the details you share. We’ll only use what you tell us in relation to the complaint.
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