Complaints procedure

In the highly unlikely event of you having a complaint with our services, we would like to assure you that we will take the matter extremely seriously. Before asking you to notify us of your complaint below, we like to briefly outline how we will deal with it.

How to make a complaint

We will accept complaints submitted through conventional postal services
Aldgate Tower,
2 Leman Street,
E1 8FA
by phone 0333 050 6783 or email

We will acknowledge receipt of the complaint within 3 working days and we hope to provide a final response within 4 weeks. We will write to you again within 4 weeks if we are unable to provide a final response within that time period. In any event, we will respond to your complaint in full within 8 weeks.

If you have a complaint regarding our online service, please follow the link below to be redirected to the Online Dispute Resolution Platform:

If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to

Financial Ombudsman Service

Exchange Tower
E14 9SR
Telephone: 0800 023 4567