If you don't pay your mortgage, you might lose your home

Submit a complaint

Submit your complaint

Managing your complaint

We are committed to providing you with the best possible service. Although most of our customers are happy with the service they receive from us, we know that sometimes we do not get it right first time. We do take complaints very seriously and always apologise for mistakes or instances when customer service does not meet our high standards. If you are not satisfied with any aspect of one of our products or services, please tell us. We would like the chance to put it right.

 


Contacting us

When you contact us, please provide us with as much information as possible. This should include your account information, details of your complaint and what you would like us to do to put things right. We will not charge you for raising a complaint. In writing

Write to: [insert UK Address]

By telephone Call us on: [telephone] Online You can email us at: [email] Leave a message via our website.

 


How long it will take

We aim to resolve most our complaints there and then. If we can resolve your complaint within three business days to your satisfaction, we will send you a Summary Resolution Communication which will confirm this and supply details of the Financial Ombudsman Service. If we are unable to resolve your complaint within 3 business days, we will send you a letter to let you know and we will keep you regularly informed of our progress until your complaint is resolved. When the matter is resolved we will send a final response letter which will detail or investigation, provide our decision and if applicable provide next steps.

 


What to do if we can’t reach an agreement

The Financial Ombudsman Service an independent organisation which helps to resolve complaints that customers and financial institutions have not been able to resolve themselves. If you are not satisfied with our response, or if we have been unable to resolve your complaint within eight weeks, you can refer the matter to them. You can contact them as follows:

Write to: Financial Ombudsman Service, Exchange Tower, London, E14 9SR. Call on: 0800 023 4567. Email: complaint.info@financial-ombudsman.org.uk Further details can be found by visiting the Financial Ombudsman Service website at: www.financial-ombudsman.org.uk

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