We’re committed to resolving complaints and helping make things right. We’ll make every effort to resolve a payment transaction complaint as soon as possible and by no later than 15 days or, in exceptional circumstances, 35 days. Where a complaint relates to any other matter, please allow up to 56 days. We’ll keep you informed of our progress throughout.
Receiving information in an alternative format
We can send complaint communications to you in large print, audio CD or braille. If you would like to receive communications in any of these formats, please inform us of this when making your complaint.
Summary Resolution Communications
You'll get this if we've been able to resolve your complaint to your satisfaction within 3 working days of receiving your complaint. This generic letter will let you know your complaint has been resolved, and will tell you about the Financial Ombudsman Service.
Final response
We’ll do everything we can to resolve your complaint within 3 working days. But if we can’t do this, we’ll send you a letter acknowledging your complaint. We’ll continue to keep you updated on our progress. As soon as we’ve finished our investigations we’ll send you our Final Response.
This is more personalised, and includes:
-
Details of our investigation
- Our decision, and if applicable, next steps
- Information about the Financial Ombudsman Service.
If you’re unhappy with our decision and want to take it further, you can ask the Financial Ombudsman Service (FOS) to look at your complaint. This is a free independent service for resolving disputes.
You can refer your complaint to the FOS at any time, but they'll need our consent to investigate complaints where:
- we haven’t had the chance to put things right; and or
- we haven't exceeded the relevant timescale and haven't sent you our Final Response letter.
You’ll need to refer your complaint within 6 months of the date on our Final Response letter.
Their contact details are:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
UK (landline): 0800 0234 567
Mobile: 0300 1239 123
Abroad: +44 20 7964 0500
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk