How to complain

Information about our complaints process

Unhappy with our service?

We're sorry things have gone wrong. We always try to give you the best possible service however occasionally we don't get things right. Thank you for bringing this to our attention, giving us an opportunity to put matters right, and improve our customer service.

You can complain through any of the four methods below.

  1. 01

    Online

    Complete our online complaint form.

    Please do not include additional personal information in this message for security reasons. We will respond by telephone or letter.

  2. 02

    In writing

    Address your letter to your relationship director or the Manager of your local branch. If you do not know the contact details for your relationship director you can find contact details for your local office here.

  3. 03

    By phone

    When you call you'll need to have your account information to hand. Calls may be recorded.


    Channel Islands and Isle of Man
    Please call your relationship director on:

    Jersey +44 (0)1534 285200
    Guernsey +44 (0)1481 710051
    Isle of Man +44 (0)1624 646464

    Lines are open Monday to Friday 7am to 7pm, Saturday 8am to 1pm.

    London
    Please call your relationship director.
    Lines are open Monday to Friday 9am to 5pm.

    If you do not have a telephone number for your relationship director, please email our dedicated service team

    Luxembourg
    Please call your relationship director or Client Service Luxembourg on:
    +352 270 330 260

    Lines are open Monday to Friday 9am to 6pm.

  4. 04

    In person

    Visit any of our branches and talk to one of our team.

Helpful guide

Read, download or save our guide to making a complaint.

How long will it take to resolve a complaint?

We’ll do our best to resolve your complaint straight away. If we can’t we’ll keep you updated step-by-step.

  1. 01

    If we can’t resolve your complaint within one week we’ll contact you, so you know who is dealing with it.

  2. 02

    We’ll keep you updated regularly, but if you have any questions you’ll be able to contact the person dealing with your complaint directly.

  3. 03

    We’ll try to resolve your complaint as quickly as possible and will commit to keep you updated on the progress we’re making.

If you’re not happy with our progress at any time, please call the person dealing with your complaint straight away.

Financial Ombudsman Schemes

The Financial Ombudsman acts independently of the Bank and provides a free service as an impartial adjudicator. If together we cannot reach a satisfactory resolution of your complaint you may refer to the Financial Ombudsman. Financial Ombudsman schemes exist in the Isle of Man, Channel Islands and United Kingdom. For Luxembourg contact the Commission de Surveillance du Secteur Financier (CSSF).

Financial Services Regulators

You can review the regulator's website for additional information. Please choose the jurisdiction where your account is held:

Jersey: www.jerseyfsc.org 
Guernsey: www.gfsc.gg 
Isle of Man: www.fsc.gov.im 
London: www.fca.org.uk 
Luxembourg: www.cssf.lu