How to complain

We would apply a charge to your account if you were to exceed the services available to you. For example, if you were to use more money than you have in your account and have not arranged an overdraft in advance, you would be asked to pay set charges.

Find out more about our interest rates and bank charges.

There can be a number of explanations for a transaction that you might not immediately recognise.  We've added the most common ones in our unrecognised transaction FAQ.

If your debit, credit or Anytime Internet Banking card is not working for any reason, please chat to Cora, your digital assistant.

Once we’ve got your complaint, we aim to resolve it as quickly as possible.

• If we can resolve your issue within four working days, you'll receive a letter or email with your Financial Ombudsman Rights.
• Some issues can take a little longer to fix. If this is the case, we’ll send you an acknowledgement of your complaint within five working days of receiving it and keep you regularly updated.
• When we’ve got a fix we’ll give you a call or send you a letter.
• Whenever possible, your complaint communications will be sent using E-mail and SMS - please check your junk folders in case these messages end up there.
• If we do need to call you, it's worth knowing that some calls may display as 'unknown', 'private' or 'withheld.’

To help us investigate and resolve your complaint, please provide as much information as possible.

This information will help us to understand your issue and what has gone wrong, to make sure we can get your complaint to the right person to fully investigate and fix your issues, putting you back in the position you were in before the complaint.

Your contact details are important to help us contact you if we need to discuss your complaint with you.

(Please note – our calls may appear as ‘private’, ‘unknown’ or ‘withheld’ on certain handsets)

More info regarding what we need:

• Your name and address
• Your account details and what it relates to
• When your issue occurred
• A description of your complaint
• How you have been affected by this
• A contact number and a convenient time to contact you

If you need an update on a complaint you’ve made, feel free to get in touch. Please use the contact details in the letter, email or text we sent you.

If you want to give us more information, or you want more from us, and wish to do this online, please follow the ‘Existing Complaint’ journey using the ‘Chat to Cora’ button.

Our aim is to resolve all complaints internally. However, if you are not satisfied with our resolution, or if eight weeks have passed since you first brought your complaint to our attention, you may have the right to refer your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service is a free independent service. They aim to resolve complaints that consumers and financial businesses haven't been able to resolve themselves. They can help with most financial complaints. However, there are some limits on what they can look into. You can get more information about this from them directly.

If you want the Financial Ombudsman Service to look into your complaint, you must contact them within six months of any final response we send to you.

You can write to them at:

• The Financial Ombudsman Service 
• Exchange Tower 
• London E14 9SR 

You can view their website at www.financial-ombudsman.org.uk

You can phone them on 0800 023 4 567, 0300 123 9 123 or 0207 964 1000. You can also email them at complaint.info@financial-ombudsman.org.uk.

Business Banking Resolution Service (BBRS)

If your complaint is not eligible for the Financial Ombudsman Service, you may be able to have your complaint reviewed by the Business Banking Resolution Service (BBRS).

The BBRS is an independent organisation set up voluntarily by participating banks to resolve disputes.

The BBRS is free to use and has different eligibility considerations from the Financial Ombudsman Service. 

Please note that the BBRS is closing, and it will not accept the registration of any complaints after 13-December 2024.

For further information, please refer to their website, thebbrs.org, or email contactus@thebbrs.org, or telephone on 0345 646 8825. 

Alternatively, you can write to the BBRS:

Business Banking Resolution Service,
CEDR Centre for effective Dispute Resolution,
100 St Paul's Churchyard,
London EC4M 8BU.