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We aim to provide you with the highest standards of service. However, there may be occasions when our service falls short of your expectations. In such cases, you need to follow our Internal Complaints Procedure.

In the first instance, please send your concerns to:

Alternatively, you can:

• call our Customer Service Team on 0845 850 17 00*
• visit your nearest branch and speak to a member of staff
• send your complaint via our secure online complaint form

We will then:

• send you a written acknowledgement within five working days
• send you a detailed response within four weeks of receiving your complaint.

If you still feel your complaint has not been fully or fairly addressed, please let us know and we will pass your comments to our Customer Service Manager. Then we will:

• send you a written acknowledgement within five working days
• carry out an independent review of your complaint
• send you a final response within eight weeks of the initial receipt of your complaint or we will explain why we are not in a position to make a final response.

Should you remain dissatisfied following the completion of our review, you have the option to refer the matter to the Financial Ombudsman Service at:

You must refer your complaint to the Ombudsman within six months of the date of our final response. You will need to complete our Internal Complaints Procedure before you raise your concerns with the Ombudsman.

Full details of the complaints procedure are available from our branches or in our Customer Services section.