Complaints
If you think that we have not treated you fairly in dealing with any arrears on your mortgage, first please talk to us and let us know what the problem is. The chances are that your complaint can be quickly resolved by the manager of the area you are dealing with – so please contact them first.
If you’re still unhappy after going through the complaints process you can then refer your complaint to the Financial Ombudsman Service (The Financial Ombudsman Service is only available once you have received the final letter of response from us, or if you have not received a final response after 8 weeks). The Financial Ombudsman Service provides a free and independent service for consumers, and can be contacted at:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0800 023 4567 (free from a landline) or 0300 123 9123 (charged at the same rate as 01 or 02 numbers on mobile phone tariffs). Lines open Mon-Fri 8am-8pm Sat 9am-1pm.
Email: complaint.info@financial-ombudsman.org.uk