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how to complain

1. talk to the business first

First, give the business you're unhappy with a chance to put things right. They have to give their "final response" within eight weeks at the most, depending on what you’re complaining about.

2. tell us if you're unhappy

If you're not happy with how things turn out – or you don't get an answer from the business – let us know.

You can phone us on 0800 023 4567.

You can also tell us about your complaint online – or fill out our complaint form and email it to us.

If you're complaining about PPI or packaged bank accounts, we’ll need a few extra details. These questions are included in our online form. If you’re using post or email, you can use the forms below, and send them back to us with your complaint form.

PPI - Word or PDF form

packaged bank account – Word or PDF form








frequently asked questions

customers often ask ...

need any help?

need help getting started?

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 - we’re happy to help.

Or you can take a look at our contact us page for information about other ways to get in touch.

We can provide information about our service in different languages, and we can adapt the way we communicate depending on your needs, our accessibility pages provide more detail.

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

people we've helped …

“wonky worktops turned my dream kitchen into a nightmare”

Laura had been looking forward to her new kitchen - but when the worktops arrived they were damaged and didn't fit ...

… find out how we helped Laura