We're committed to providing our customers with the highest standard of service. If you have a complaint, we want to know! We'll address the issue as quickly and as fairly as possible.
You can be sure that we will deal with your complaint fairly, courteously and promptly. We'll log and fully investigate your complaint and we will rectify the situation in as far as we can, so that it doesn't happen again. If the mistake is ours, we'll give you an explanation and an apology.
Please note, any correspondence received after 5.30pm will not be actioned until the next working day.
We'll make every effort to agree a fair and reasonable resolution with you. However, if you are not satisfied with our response you may refer your complaint to the Office of the Financial Services and Pensions Ombudsman for arbitration.
The Ombudsman is an independent adjudicator whose services are available free of charge to customers who have unresolved complaints with their service provider. The Ombudsman will only become involved after the matter has been processed through the Bank's internal complaint procedures, so it is important that you firstly give us the opportunity to resolve your problem.
How do I know if my complaint is payments related, or not?
A payment related complaint is an expression of dissatisfaction in relation to any lodgement, transfer, or withdrawal of money, or information we provide about payment services available on your account, including the terms and conditions.
Please note: The above are examples and not an exhaustive list.