Institutional Banking
How to Complain

How to complain

Our complaints process

On this page

Tell us what went wrong Open in new window

What to do Open in new window

What we’ll do next Open in new window

Financial Ombudsman Schemes Open in new window

Financial Services Regulators Open in new window

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.

London

Please call your Relationship Manager.

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.

Our guide to making a complaint (PDF, 84 KB)

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).

Channel Islands

You can contact the Channel Islands Financial Ombudsman (CIFO) at:

Channel Islands Financial
Ombudsman (CIFO)
PO Box 114 Jersey
Channel Islands
JE4 9QG

Jersey phone number: +44 (0) 1534 748610

Guernsey phone number: +44 (0) 1481 722218

Email: enquiries@ci-fo.org

Website: www.ci-fo.org

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.

Isle of Man

You can contact the Isle of Man Financial Ombudsman at:

The Financial Ombudsman Scheme
Isle of Man Office of Fair Trading
Thie Slieau Whallian
Foxdale Road
St Johns
Isle of Man
IM4 3AS

Telephone: +44 (0) 1624 686500

Fax: +44 (0) 1624 686504

Email: ombudsman@iomoft.gov.im

Website: www.gov.im/ombudsman

You must bring a complaint to the Isle of Man Financial Ombudsman within six years of the act or omission which led to your complaint and within two 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 eight weeks.

London

You can contact the Financial Ombudsman Service at:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: +44 (0) 20 7964 1000

or free phone from UK only 0800 023 4567

Website: www.financial-ombudsman.org.uk

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 six 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 eight weeks.

Luxembourg

In Luxembourg you may directly address your complaint within the Commission de Surveillance du Secteur Financier (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 one 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 no response or satisfactory resolution is provided within one month.

You can contact the CSSF at:

Commission de Surveillance du Secteur Financier
283 Route d’Arlon
L-1150 Luxembourg

Email: direction@cssf.lu

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