HelpEmergenciesMaking a complaint

Making a complaint

If you would like to make a complaint, please get in touch and we will look into this as soon as possible.

App - If you are a customer, you can send us a message through the App Chat.

Phone - Our calls teams are happy to speak to you and will raise a complaint for you. Call us on 0800 802 1281 or +44 203 872 0620 when calling from abroad.

Email - email us at [email protected]

Post - If you’d prefer, you can put your complaint in writing and send it to:

Customer Advocacy Team,
38 Finsbury Square,

What happens next?

We will be in-touch within 3 business days to try and resolve your issue for you. If we are unable to resolve your complaint in this time, you should know that we're typically allowed up to 8 weeks to investigate a complaint and produce what is referred to as our final response.

If you are unhappy with our final response, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date of our final response.

The Ombudsman’s address is:
Financial Ombudsman Service,
Exchange Tower,
E14 9SR

They can be reached by phone at 0800 023 4567 or 0300 123 9123 . Or, you can visit their website [here].

You can also see an online version of their consumer leaflet [here].

Don't want to complain but want to give us feedback?
Please share your thoughts in the Community Forum or via the App Chat and we'll ensure this information is passed on to the relevant team.

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