What you need to do
A complaint can be made in any way you wish; via letter, telephone, or email. If contacting us by telephone (0115 946 6368), please have your account information or application details to hand. Once you've submitted your complaint, a member of our Customer Experience team will look into the issue.
Just so you know... we may ask that you outline your issue in writing to help us to fully understand your concerns.
If we can't resolve your complaint straight away we will acknowledge your complaint and fully investigate the issues you have raised, aiming to resolve them as quickly as we can by speaking with you or writing to you.
The successful resolution of a complaint is important to us, so we will strive to deliver a fair decision, keeping you fully informed and providing the name of the person handling your complaint. When we've come to a decision, we'll either send you our summary response letter setting out what we've found and agreed with you, or a final response stating whether we've upheld your complaint or not - we aim to do this as quickly as possible.
If you don't agree with our summary or final response, or if we are taking longer than eight weeks to resolve your complaint, you can refer your complaint to the Financial Ombudsman Service (FOS) within six months of receiving our letter (and leaflet explaining this service). The Financial Ombudsman Service is both independent and impartial.