Make a complaint

We’re really sorry we’ve let you down

  • We’re here to help.
  • Sometimes things can go wrong. We encourage customers to tell us about it so we can try to put it right.
  • If you would like to speak to us, there’s several ways to get in touch.
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How we can help you

Check out how we can support you with your question.

1. Find support online 

If you don't want to make a complaint but just need support, our virtual assistant can help with many everyday banking questions. 

Our website also has guides on many common questions which customers ask. 

Meet our virtual assistant

2. Get in touch with us 

If you can't find the help you need, there's a number of ways to make a complaint.

You can message us online 24 hours a day 7 days a week.

How to message us

3. What happens after you make a complaint?

We'll always try to resolve your complaint as quickly as possible. Where we can’t resolve it there and then, we’ll take it away.

We aim to sort out things as soon as we can and we’ll keep you updated along the way.

After five days

If we haven’t managed to resolve your complaint within 5 working days, we’ll contact you with an update or acknowledgement.

After four weeks

If we’re still investigating your complaint at 4 weeks, we’ll contact you to let you know.

After eight weeks

We’ll send you a final response. Our aim is to resolve your complaint well before this.


If your complaint is about a payment or a payment service - such as a Direct Debit or account statement - we aim to respond within 15 days. Sometimes we may take up to 35 days to respond. If so, we’ll let you know.

4. Unhappy with an outcome? 

If you're not happy with the outcome of your complaint, you have the right to refer to the Financial Ombudsman Service within 6 months. This service is free.

Here’s how you can contact them:


The Financial Ombudsman Service
Exchange Tower
E14 9SR

Phone: 0800 023 4 567



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