We work hard to give every client a high standard of service, but we know things can sometimes go wrong. If they do, we want to hear about it so we can put things right and learn from it. This page explains how to make a complaint, what we will do, and your right to take a complaint to the Financial Ombudsman Service.
If you need help making a complaint, or would like any information in a different format such as large print, please tell us and we will help.
You can complain in whichever way suits you best:
Please tell us your name, how we can contact you, what went wrong and what you would like us to do to put it right.
If you are not happy with our final response, or we have not sent it within eight weeks, you may be able to refer your complaint to the Financial Ombudsman Service. It is free and independent. You must normally do this within six months of the date of our final response.
The Ombudsman will usually only look at a complaint once we have had the chance to deal with it, so please contact us first. It may also be unable to consider your complaint if the events happened more than six years ago and you are complaining more than three years after you knew, or should have known, there was a problem.
Commercial mortgages, most buy-to-let mortgages and bridging loans are not regulated by the Financial Conduct Authority, so the Ombudsman may not be able to consider complaints about them.
