If you have a complaint about your mortgage, we can help. Find out more about the types complaints we look at, and what we can do to help put things right.
This page contains information about our general approach to complaints about mortgages. If you’re looking for information specifically in relation to Covid-19, please look at our dedicated page that contains information for consumers about complaints in relation to Covid-19.
Types of complaint
To find out more about how we approach specific types of mortgage complaints, choose the relevant area below.
How to complain
How long it takes
It’s currently taking longer than we’d like to allocate cases to our case handlers for investigation.
For most types of mortgages complaint, it takes around 4 months for us to allocate cases. It may take between 9 and 12 months if your complaint is about a particularly complex area.
We’re working hard to reduce this wait time, so you may hear from us sooner than this.
- Find out more about more when you can expect to hear from us once we’ve started to investigate your complaint.
- If you’re facing financial hardship or severe ill health, please let us know.
- If you’re experiencing financial difficulties, you may also find the Money Advice Service website useful, it contains a list of online debt advice services where you can get immediate and personalised help.
Information about Covid-19
For guidance specifically about Covid-19, please look at our dedicated page that contains information about complaints in relation to Covid-19.