Skip to Content
Skip to Content
Version 1 September 2022 to 28 February 2023

Complaints Data

While we take serious precautions to minimise risk, mistakes will still sometimes happen. There'll be bugs. There'll be delays. There'll be outages. In short, there will be errors which we can't anticipate. But whenever plans don't unfold as expected, we want to do everything possible to listen to you, fix things for you, impress you with how we deal with your complaint and understand how we can do things better next time.

The following table shows how many complaints we received and how quickly we dealt with them.

We submit this data to the Financial Conduct Authority every six months.

Product / service groupingProvision (at reporting period end date)Intermediation (within the reporting period)Number of complaints openedNumber of complaints closedPercentage closed within 3 daysPercentage closed after 3 days but within 8 weeksPercentage upheldMain cause of complaints opened
Banking and Credit Cards2.80 per 1000 accountsN/A24,39023,2865%89%33%Disputes over sums / charges
Credit relatedN/AN/A834599N/AN/A45%N/A