We are sorry to learn that something has gone wrong. Thank you for bringing it to our attention. This gives us the opportunity to resolve it and make things right.
Please use theform in this link to give us full details of your complaint. Do NOT include your bank account details. We aim to contact you to acknowledge your complaint within 24 hours (excluding weekends and UK public holidays).
You can also send your complaint to us in other ways if you prefer.
We will do everything we can to resolve your complaint as soon as possible. If we cannot resolve your complaint to your satisfaction by the close of business the following working day, we will send you a letter to confirm that.
We will send an acknowledgement letter within five working days to tell you what happens next and when you will hear from us again. We will send you a full written response once we have completed our investigation.
We intend to answer all complaints within 15 business work days. If we cannot respond fully within 15 business work days, we will contact you with an update.
If you believe we have not resolved things satisfactorily you may be able to apply to the Financial Ombudsman Service (FOS) to review the matter. FOS offers a free, independent service that investigates disputes between financial institutions and their clients. To find out more, contact FOS directly: