If you have a complaint about your mortgage, we can help. Find out more about the types complaints we deal with, and what we can do to help put things right.
Types of complaints
To find out more about how we approach specific types of mortgage complaints, choose the relevant area below.
How to complain
Bringing a complaint to us is straightforward and won't cost you anything. You can make your complaint:
- over the phone, speaking to a member of our team
- on this website, using our online complaint form
- by post (you can print off a complaint form from this website, or call us and we’ll send you one)
Find out more about how to complain.
How long it takes
It is currently taking around 4 months for us to allocate a complaint about mortgages to a case handler for review – although it may take between 9 and 12 months if your complaint is about a particularly complex area.
If you’re facing financial hardship or severe ill health, please let us know. We’re working hard to reduce this wait time, so you may hear from us sooner than this. Once your complaint is allocated, you can expect to receive an initial assessment within 90 days.
You may also find the Money Advice Service website useful if you want to contact one of the independent free charities that can help people in financial difficulty.