We’re committed to doing everything we can to resolve our members’ concerns. That’s why we continue to be number one for customer satisfaction against our high-street peers*. Building a legendary services means focusing on our members and making a positive difference to their experiences with us.
Complaints are a key moment for our members. For us, they’re an opportunity to put things right and deliver a fair outcome. They help us concentrate on what’s important to our members, learn from what’s gone wrong and strive to go beyond expectations.
To be transparent, we share our complaint volumes every half year in line with Financial Conduct Authority (FCA) regulations.
- We receive just 1.63 complaints per 1,000 banking accounts.
- We receive only 3.25 complaints per 1,000 home finance accounts.
The Financial Ombudsman Service (FOS) also publish complaints performance where we perform well compared to the industry average across our range of products.
* © Ipsos MORI 2020, Financial Research Survey (FRS), 12 months ending 31 March 2020 and 12 months ending 31 March 2019. c.51,000 adults (aged 16+) surveyed across Great Britain from a total representative sample of c.60,000 adults (aged 16+) per annum. Interviews were conducted face to face and online, and weighted to reflect the overall profile of the adult population. Proportion of extremely/very satisfied customers minus proportion of extremely/very/fairly dissatisfied customers summed across main current account, mortgage and savings. Peer group defined as providers with main current account market share >4% as of April 2019 (Barclays, Halifax, HSBC, Lloyds Bank, NatWest, Santander and TSB).