Making a complaint
Our commitment
We endeavour to do everything we can to make sure our customers receive the best possible service, and we don’t like letting people down. If you do experience an issue or a problem, we will do everything we can to fix it as quickly as we are able.
How to make a complaint
You can email us on
Personal and business savings: [email protected]
Lending and other matters: [email protected]
Phone
You can call us on
Personal and business savings: 0345 872 7888
Lending and other matters: 0800 118 1652
By Post
Personal savings:
RUBH-ZZBS-LYAE
Recognise Bank
PO Box 921
Wallsend
NE28 5EJ
Business savings:
RUBH-ZZBS-LYAU
Recognise Bank
PO Box 921
Wallsend
NE28 5EJ
Lending and other matters:
Recognise Bank
2nd Floor, Augustine House
6a Austin Friars
London
EC2N 2HA
Information we need when you submit a complaint
To help us resolve your complaint as quickly as possible, please provide us with the following:
- Full name
- Address
- Contact number
- Account details
- Description of the complaint
- When the issue happened
Our complaints process
If you’re unhappy with the outcome
If you don’t agree with the outcome of your complaint or eight weeks have passed since you first brought your complaint to our attention, you may refer to the Financial Ombudsman Service.
If you wish to contact them it should be within six months from the date we send you a final response or summary resolution to you or six years from the date of your first complaint.
(or +44 20 7964 0500 from outside of UK)
The Financial Ombudsman Service Exchange Tower
London E14 9SR
