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What happens when I make a complaint?

See all Contact us FAQs

Last updated 13 July 2016


If you’ve made a complaint to us using our online form or in one of our branches, it will go through a process where we’ll:  

  • Acknowledge your complaint and make sure we understand your issue
  • Do everything we can to fix the problem for you
  • Keep you informed of our progress
  • Keep a record of your complaint
  • Give you a contact name and details, as well as a reference number so you can follow up if you want to
  • Provide a final response within 45 days (most complaints can be resolved in a few days).

In the event of a delay, where we haven’t given you a final response to your complaint within 45 days, we’ll let you know the reason for the delay and give you contact details for an external dispute resolution (EDR) scheme.

When making a complaint you need to:

  • Gather any documents and other information that will support your complaint
  • Keep detailed records of letters, names, times and dates relating to your complaint
  • Let us know how you would like the complaint to be resolved.

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