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.
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 complaints
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 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.