We’ve been looking after people for more than three centuries and we’ve learned a thing or two over the years – like how important it is to listen to our customers.
Any concerns or problems that matter to you, matter to us. We’ve made sure it’s quick and easy to tell us what’s broken – and, importantly, what we can do to fix it for you.
Just let us know:
We’ll always do everything we can to solve your problem - with as much speed and as little fuss as possible.
Some issues may meet the definition of a complaint under the guidelines set out by our regulator, the Financial Conduct Authority (FCA).
If your problem meets this definition, and we can’t solve it for you quickly, then we’ll follow an FCA-approved process to make sure it gets the attention it deserves.
Our aim is always to solve the problem for you. If you’re not satisfied with our investigation – or can give us further information that could help to clarify things – we’re happy to review our response.
If you're still not happy
You can also reach out to either the Financial or Pensions Ombudsman Service, depending on the nature of your complaint.
The Financial Ombudsman Service
You have the right to ask them to review your complaint if we haven’t been able to resolve it within 8 weeks. They’re a free and impartial service and while we’re legally bound to accept their decision, you aren’t – reaching out to them won’t affect your legal rights.
Get in touch
By telephone
By post
The Financial Ombudsman Service
