Making a complaint about your account

1. Submit your complaint

You can:

2. We’ll acknowledge your complaint within 3 business days after the date we receive your complaint

We’ll email to say we've received your complaint and to let you know when you can expect to hear back about our investigation. We might also ask for more information if we need it.

3. We’ll look into what’s happened

We’ll check to make sure our teams did everything they should’ve done. We might ask you for supporting evidence like screenshots of communications or emails.

4. We’ll tell you what we’ve found

We’ll send you what’s called a ‘final response’ that explains the outcome of our investigation and whether we’ve found evidence to support your complaint.

We’ll do this as soon as possible, although generally it’ll take us between 15 days and 8 weeks, depending on what your complaint’s about.

5. If you’re not happy

If you're not happy with our final response, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS) for free. You have to do this within 6 months of the date of our final response.

You can get in touch with the FOS by:

If you’d like, you can also [read the FOS consumer leaflet online] (https://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm).