Complaints
How to raise a complaint and what happens next.
If something has gone wrong, we want to hear about it — and put it right. Making a complaint costs you nothing and has no effect on your account.
How to complain
Tell us
By email to complaints email, by post to address, or with the complaint form.
We confirm
You get a confirmation within time frame, with the name of the person handling your case.
We answer
A full written answer within time frame. If we need longer, we tell you why.
What to include
- Your name and account number.
- What happened, and when.
- What you would like us to do.
- Copies of any documents that help explain the case.
If you are not satisfied
You can take your complaint to the ombudsman or regulator that applies. Contact details: address, website.