If things haven't gone as you expected or you’re unhappy with something we did, please let us know. We’ll work with you to understand what happened and do our best to put it right.
How to make a complaint
If you’d like to make a complaint, the quickest way is to message us through our online chat. You can also contact us by phone, letter or visiting your nearest branch.
The complaints process
We’re committed to resolving complaints and helping make things right for our members. We’ll make every effort to resolve a payment transaction complaint as soon as possible and by no later than 15 days or, in exceptional circumstances, 35 days. Where a complaint relates to any other matter, please allow up to 56 days. We’ll keep you informed of our progress throughout.
Receiving information in an alternative format
We can send complaints communications to you in large print, audio CDs or braille. If you would like to receive communications in any of these formats, please inform us of this when making your complaint. You can learn more about all our accessibility options on our help page.
Depending on how long it takes to resolve your complaint, you’ll receive one of the following communications from us:
Summary Resolution Communication
You’ll receive this if we’ve been able to resolve your complaint to your satisfaction within 3 working days following the day we received your complaint. We’ll also tell you about the Financial Ombudsman Service (FOS), should you wish to take matters further.
We’ll try to resolve your complaint within 3 working days. If that’s not possible, we’ll send a letter acknowledging the issue. And of course, we'll keep you updated on the progress.
Once we’ve resolved your complaint to the best of our ability you’ll receive a Final Response letter which covers:
- Details of our investigation
- Our decision
- If applicable, next steps
- Information about the Financial Ombudsman.
Your feedback is important to us as it gives us an opportunity to improve. If you’d like to know more about the complaints we receive, you can find more by visiting our complaints data page.
How to take your complaint further
If you're unhappy with our decision and wish to take your complaint further, you can ask the Financial Ombudsman Service (FOS) to review your complaint. This is a free, independent service for resolving such disputes.
You can refer your complaint to the FOS at any time. But they’ll need our consent to investigate complaints if we haven’t:
- Had the chance to put things right
- Exceeded the handling timescales permitted for your complaint.
If you want to refer your complaint after we've issued our Final Response, you must do it within 6 months of the date on the letter.
Ways to contact the Financial Ombudsman Service
Give us feedback
Seen something that’s not working or could be improved? We want to hear about it.
Your feedback is valuable to us. Although we can’t always contact you directly, we use your views to shape the way we work as well as the products and services we offer.
If you’d like to get in touch, please use our feedback form.
Please don't use this form for account-related requests.
For further details about how we use your information, please visit our privacy page.