Complaints
If we have got something wrong, tell us. Here is exactly what happens next and how long it takes.
Chat, phone, email or the form below. Give us your reference and what went wrong.
You get a written acknowledgement and the name of the person handling it.
We aim to resolve within 15 working days. Complex cases can take up to 35 working days, and we will tell you if yours will.
A written decision explaining what we found, what we are doing, and any redress.
| Complaint type | Our target |
|---|---|
| Transfer delayed or not received | Same working day |
| Rate or fee dispute | 5 working days |
| Account closed or blocked | 15 working days |
| Fraud or unauthorised transaction | Immediate investigation; provisional decision in 3 working days |