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how to complain



online get in touch online

You can tell us about your complaint online.

phone get in touch by phone

You can phone us on 0800 023 4567.

We’re here from 8am to 8pm Monday to Friday, and from 9am to 1pm on Saturdays.

mail get in touch by post

You can fill out our complaint form and post it to us.

If you’re complaining about PPI or a packaged bank account, we’ll also need some extra details.

what happens next?

step 1 we review what you’ve told us

We check your complaint is something we can deal with and ask the business for their side of the story.

step 2 we look into your complaint

Your complaint will be investigated by one of our case handlers, who will try to understand what happened and if the business did anything wrong.

step 3 we give you an answer

Your case handler will let you know the outcome based on what they think is fair and reasonable. If either you or the business disagree with this, you can ask for a final decision from an ombudsman.

a woman and man in a meeting

complaining about PPI?

It’s easy and free to do it yourself. Read our guide on how to get started with PPI.

If you need help, phone us on 0800 121 6222.

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