How to complain

Our complaints process

Tell us what went wrong

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.

What to do

Whichever way you contact us, we’ll start investigating straight away.

Online

Use our online form to submit your complaint. Please do not include additional personal information in this message for security reasons. We will respond by telephone or letter.

Complete our online complaint form

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 contact your local office.

By phone 

Channel Islands and Isle of Man

Please call your Relationship Manager or

  • Jersey: +44 (0) 1534 282850
  • Guernsey: +44 (0) 1481 703860
  • Isle of Man: +44 (0) 1624 637190

Lines are open Monday to Tuesday 9am - 5pm, Wednesday 10am - 5pm and Thursday to Friday 9am - 5pm (except public holidays). Calls may be recorded.

Luxembourg

Please call your Relationship Manager or Client Service Luxembourg on +352 270 330 260.

In person

Visit any of our branches and talk to one of our team. Find your nearest branch

Helpful guide

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

What we’ll do next

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

Step 1

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

Step 2

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.

Step 3

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 also review the regulator’s website, for 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