Visit any of our branches and talk to one of our team.
How to complain
Information about our complaints process
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 following methods.
Address your letter to your Relationship Manager or the Manager of your local branch.
When you call you'll need to have your account information or your telephone banking details to hand. Calls may be recorded.
Channel Islands and Isle of Man
Please call your Relationship Manager or:
+44 (0)1534 285200
+44 (0)1481 710051
Isle of Man
+44 (0)1624 646464
Lines are open Monday to Friday 7am to 7pm, Saturday 8am to 1pm.
Please call your Relationship Manager.
Lines are open Monday to Friday 9am to 5pm.
Please call your Relationship Manager or Client Service Luxembourg on:
+352 270 330 260
Lines are open Monday to Friday 9am to 6pm.
We’ll do our best to resolve your complaint straight away. If we can’t we’ll keep you updated step-by-step.
If we can’t resolve your complaint within one week we’ll contact you, so you know who is dealing with it.
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.
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.
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).
Contact information for the Channel Islands Financial Ombudsman (CIFO)
You must contact CIFO about your complaint within six months of the date of your final response letter or CIFO may not be able to review your complaint. You must also contact CIFO within 6 years of the event complained about or (if later) 2 years of when you could reasonably have been expected to become aware that you had a reason to complain.
In the Channel Islands you may ask the Ombudsman to review your complaint if we have been unable to resolve it within three months.
Channel Islands Financial
PO Box 114 Jersey
Isle of Man
Contact information for the Isle of Man Financial Ombudsman
You must bring a complaint to the Isle of Man Financial Ombudsman within 6 years of the act or omission which led to your complaint and within 2 years of when it should have come to your notice if you weren't aware of it immediately.
In the Isle of Man you may ask the Ombudsman to review your complaint if we have been unable to resolve it within 8 weeks.
The Financial Ombudsman Scheme
Isle of Man Office of Fair Trading
Thie Slieau Whallian
Isle of Man
Contact information for the Financial Ombudsman Service
If you receive a final response letter from us and you want to contact the Financial Ombudsman Service, you'll need to do this within 6 months of receiving our final response letter.
In the UK you may ask the Ombudsman to review your complaint if we have been unable to resolve it within 8 weeks.
The Financial Ombudsman Service
Telephone: +44 (0)20 7964 1000 or free phone from UK only 0800 023 4567
Contact information for the Commission de Sureillance du Secteur Financier
In Luxembourg you may directly address your complaint within the CSSF by e-mail, letter or directly within the CSSF website, following the regulation 16/07 as per "The out-of court complaint resolution of complaints". Please note that you have a 1 year deadline to do so, starting from the date you informed the Bank of your complaint. You may also ask CSSF to review your complaint if we have been unable to resolve it within 6 weeks.
Commission de Surveillance du Secteur Financier, 283 Route d'Arlon, L-1150, Luxembourg // firstname.lastname@example.org.
Financial Services Regulators
You can also review the regulator's website, for the jurisdiction where your account is held:
Isle of Man: www.fsc.gov.im