If your complaint relates to PPI then please visit our dedicated web page.
How to complain
Tell us what went wrong
Many issues can be resolved almost immediately via our online help. Common issues that can be resolved online are:
We aim to resolve your complaint as quickly as possible, if you call us you will be directed immediately to a member of staff who will take responsibility for resolving your complaint or finding the right person to help you.
Below you can find the different options available to you to make a complaint
If you would like you can let us know what has gone wrong by completing our online form.
To help us understand what has gone wrong and how we can help, some customers find it easier to talk through their issues. To talk to a member of staff, you can call us on 0345 742 4365.
Send a letter with details of your complaint, your account number and sort code to your branch or to:
Complaint Handling Centre
Belfast BT1 5BR
If you prefer to speak to us in person, you are welcome to visit one of our branches. To find your nearest branch use our branch locator.
*Calls may be recorded. Call charges
What do we need and why?
To help us investigate and resolve your complaint, please provide as much information as possible.
This information will help us to understand your issue and what has gone wrong, to make sure we can get your complaint to the right person to fully investigate and fix your issues, putting you back in the position you were in before the complaint.
Your contact details are important to help us contact you if we need to discuss your complaint with you.
(Please note – our calls may appear as ‘private’, ‘unknown’ or ‘withheld’ on certain handsets)
What to expect next
Once we receive a complaint, we will write to you immediately with your complaint reference for your records.
You will also be contacted to discuss your complaint and to resolve your issue as quickly as possible. It's important we can reach you on the number you provide. If we cannot contact you phone, we will write to you.
If your complaint can't be resolved at this stage, it will be progressed in line with our complaint timelines.
If you have previously raised a complaint and are looking for an update, please refer to the contact details provided to you in the text or letter you have received from us.
Our aim is to resolve all complaints internally. However, if you are not satisfied with our resolution, or if eight weeks have passed since you first brought your complaint to our attention, you may have the right to refer your complaint to the Financial Ombudsman Service.
If you want the Financial Ombudsman Service to look into your complaint, you must contact them within six months of any final response we send to you.
Business Banking Resolution Service (BBRS)
If your complaint is not eligible for the Financial Ombudsman Service, you may be able to have your complaint reviewed by the Business Banking Resolution Service (BBRS).
The BBRS is an independent organisation set up voluntarily by participating banks to resolve disputes.
The BBRS is free to use and has different eligibility considerations from the Financial Ombudsman Service. For further information, please refer to their website, https://thebbrs.org/, or email email@example.com or telephone on 0345 646 8825.
Alternatively, you can write to the BBRS, 70 Fleet St, London EC4Y 1EU.