Making or updating a complaint

You can use this form to make a new complaint or add more information to an existing one.
Here's what you can expect after you get in touch.

5 Days

If we haven't managed to resolve your complaint within 5 working days, we'll contact you with a reference number at this point.

15 Days

If your complaint is about a payment or payment service, (for example a direct debit), we aim to respond within 15 days. Sometimes this can take up to 35 days.

4 Weeks

If we're still investigating your complaint, we'll contact you to let you know. The regulator gives us 8 weeks to send you a final response. We'll try and resolve your complaint well before this.

Adding to an existing complaint


Enter some details to help us find your existing complaint. 
 

Your data privacy

It's important that you understand how the personal information you give us will be used. We strongly advise that you read our full privacy notice. 

If you don't have a UK post code, enter AA1 1AA
Why do you need my date of birth?

Help and support

We collect this information to help verify you as a customer and find your specific complaint.
Day
Month
Year
Where can I find my complaint reference?

Help and support

You'll find your complaint reference number on a text or letter you've received from us about your complaint. It will start with 'NC' and have eight numbers.
Previous Add additional information

Adding to existing complaint ##ncref##

Adding to an existing complaint

(5000 characters).
Previous Continue

Your summary

Your details

Name
##forename## ##surname##

Post code
##postcode##

Date of birth
##dob##

Complaint reference
##ncref##

What you've asked us to add to your complaint
##details##

Your data privacy

It's important that you understand how the personal information you give us will be used. We strongly advise that you read our full privacy notice. 

To process your complaint we need to store your data. By pressing 'Submit' you are agreeing to this.
If you would prefer to change any of these details first, select 'Previous'.

NEW COMPLAINT

Making a new complaint



This form is designed to gather all the information required. It will then be reviewed by our complaints team, who will try and put things right for you. Complete all fields.

After we've collected details of your complaint we'll take basic personal information to identify your existing accounts with us.

After we've collected details of your complaint we'll also take the personal information we need.

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Making a new complaint

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Verbatim complaint capture (ownwords)

Making a new complaint

You're adding details about your ##product##

 

You're adding details about ##product_no##

 

What to include

Help and support

It's useful to include as much detail as you can, including any dates, earlier calls and reference numbers.

Include whether this has caused you any distress, inconvenience or related financial impact. This helps us support you and offer the right resolution.

 (5000 characters).
Getting the right resolution for you

Help and support

Include what you would like your ideal outcome to be. Give as much detail as you can. This will help us support you and offer the right resolution.

 (5000 characters).
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Making a new complaint - Your details

Your data privacy

It's important that you understand how the personal information you give us will be used. We strongly advise that you read our full privacy notice. 

   

Enter your address manually

Address:

##address1##

##address2##

##address3##

##address4##

##postcode##

   

Enter your address manually Search again
Please do not use commas
If you don't have a UK post code, enter AA1 1AA
Cancel and start a new search
If you don't have a UK post code, enter AA1 1AA
Why do you need my date of birth?

Help and support

We collect this information to help verify you as a customer.
Day
Month
Year
Why do you need this?

Help and support

To progress your complaint we may need to contact you.

Provide your best contact number, if this is an international number also include the country code.

 For international dialling use the format +447976123456

If we need to contact you for more information or to inform you of the complaint outcome, we'll contact you between Monday to Friday, 8am to 8pm

Why are you asking me this?

Help and support

We ask this in case you have difficulties with things like visual impairments, hearing difficulites and hidden disabilities. We want to make sure that you have the ability to progress your concerns.

 You can include support needs you may already have told us about
It's useful for us to know if other people help manage your accounts or if you have any mental and physical illness or impairments. 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 your complaint. (2000 characters).
Previous Continue

Making a new complaint - Your summary

Your details

Name
##forename## ##surname##

Postcode
##postcode_short##

Date of birth
##dob##

Contact number
##contact##

Your email address
##email_address##

Your support request
##support_detail##

The details of your complaint

What you are unhappy about?
##details##

What you would like us to do to resolve this?
##pref_resolution##

Your details

Name
 ##title_n## ##forename## ##surname##

Address
##add1##
##add2##
##add3##
##add4##
##postcode##

Date of birth
##dob##

Contact number
##contact##

Your email address
##email_address##

Your support request
##support_detail##

The details of your complaint

What you are unhappy about?
##details##

What you would like us to do to resolve this?
##pref_resolution##

Your data privacy

It's important that you understand how the personal information you give us will be used. We strongly advise that you read our full privacy notice. 

Submit Previous

PPI claim

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 reasons where we can review 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.

(5000 characters).

Our complaints team will review the information you've provided and contact you using the details you provide.

As our actions are governed by the financial regulator, we can only progress a PPI claim under the circumstances provided by the FCA.

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PPI claim - Your details


We'll use these details to identify your accounts with us
 

Your data privacy

It's important that you understand how the personal information you give us will be used. We strongly advise that you read our full privacy notice. 

If you don't have a UK post code, enter AA1 1AA
Why do you need my date of birth?

Help and support

We collect this information to help verify you as a customer.
Day
Month
Year
Why do you need this?

Help and support

To progress your complaint we may need to contact you.

Provide your best contact number, if this is an international number also include the country code.

 For international dialling use the format +447976123456

If we need to contact you for more information or to inform you of the complaint outcome, we'll contact you between Monday to Friday, 8am to 8pm

Why are you asking me this?

Help and support

We ask this in case you have difficulties with things like visual impairments, hearing difficulites and hidden disabilities. We want to make sure that you have the ability to progress your concerns.
It's useful for us to know if other people help manage your accounts or if you have any mental and physical illness or impairments. 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 your complaint. (2000 characters).
Previous Continue

PPI claim - Your summary

Your details

Name
##forename0## ##surname0##

Post code
##postcode0##

Date of Birth
##dob0##

Contact number
##contact0##

Email address
##email_address0##

Your support request
##ppi_support_detail##
 

The details of your complaint

Account or service
PPI

Your reason for raising a PPI claim
##details0##

Your data privacy

It's important that you understand how the personal information you give us will be used. We strongly advise that you read our full privacy notice. 




To process your complaint we need to store your data. By pressing 'Submit' you are agreeing to this.
If you would prefer to change any of these details first, select 'Previous'.

Previous Submit