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Dealing with your complaint

We want to make sure we are providing a good service to all of our customers, but occasionally we get it wrong. If we do, we want to hear from you so that we have the chance to improve.

Get in touch

Send us the details of your complaint, along with your account information, and how you would like us to put things right. We'll do our best to respond as quickly as possible. We won't charge you for raising a complaint.

In person
  • Visit your local branch or contact your relationship manager.
  • Find your nearest branch
In writing
  • Write to your local branch manager or your relationship manager.
  • Write to our Customer Assist Team, 1st Floor Guildhall, 57 Queen Street, Glasgow, G1 3ER
  • For information on PPI complaints visit our dedicated Payment Protection Insurance page.
By telephone
  • Call the Bank using the telephone number at the top of your statement.
  • Call our telephone service on 0800 456 1247 available (8am - 9pm Mon to Fri, 8am - 9pm Sat and 10am - 5pm Sun ). If outside the UK, call our customer services + 44 141 951 7315 available (8am - 9pm Mon to Fri, 8am - 9pm Sat and 10am - 5pm Sun ).
Online

Sending information by email is not a secure method of transferring information and confidentiality cannot be guaranteed. We will only respond to your email by email if you specifically request us to do so.

*Telephone & internet banking services may be temporarily unavailable during periods of routine maintenance.

Accessibility & Disability Support

Depending on your needs – we could make adjustments like using large print, Braille, audio or alternative languages. We’ll assist you in any way we can. If you have any questions Call our telephone banking service on 0800 345 7365 available (8am - 9pm Mon to Fri, 8am - 9pm Sat and 10am - 5pm Sun ). If outside of the UK, call our customer services +44 141 951 7320 available (8am - 9pm Mon to Fri, 8am - 9pm Sat and 10am - 5pm Sun ).

* When you call us, call charges may apply. Please check with your telephone service provider.

For information on how we can help, visit our Accessibility and Disability support page.

What to do if we can't reach an agreement

The Financial Ombudsman Service is an independent organisation which helps to resolve complaints that customers and financial institutions haven’t been able to resolve themselves.

If you are not satisfied with our response, or if we’ve been unable to resolve your complaint within eight weeks, (15 calendar days for payment related complaints) you can refer the matter to them.

You can contact them in writing at Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9SR, by telephone on 0800 023 4567 and via email at complaint.info@financial-ombudsman.org.uk

Further details can be found by visiting the FOS website at www.financial-ombudsman.org.uk

Business Banking Resolution Service

If you are not satisfied with our resolution, and 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 Business Banking Resolution Service (BBRS) is an independent organisation set up voluntarily by participating banks to resolve disputes between eligible larger SME business customers and their bank. The service is free to use and is available to business customers with unresolved disputes with participating banks.

If you are interested in finding out more information or using the service, please visit the BBRS website https://thebbrs.org/, or email contactus@thebbrs.org or call 0345 646 8825. Alternatively, you can write to the BBRS, 70 Fleet St, London EC4Y 1EU.

Online Sales and Services complaints

If your complaint is in relation to products or services purchased online from 15 February 2016 you can access the Online Dispute Resolution Platform (ODR Platform). Please note that as this platform will ultimately re-direct your complaint to the Financial Ombudsman Service, you may prefer to contact us or the Financial Ombudsman Service directly in the first instance about your complaint using the contact details noted above.

Find out more and access the ODR platform.

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