Last updated: 3 February 2021

All FAQs

We generally keep information about someone's complaint for six years after we've resolved things - or three years where we're able to sort out a problem without a full investigation.

After this time, we'll delete all personal information and documents relating to your complaint.

The only information we'll continue to hold is an ombudsman's decision on your case - if there was one - and basic information about the complaint. This includes the business complained about, the financial product involved and the outcome. We'll keep any phone calls for two years after they're made.

In some circumstances, we might need to hold on to information for longer than six years. But this will only be in exceptional circumstances.