Making a complaint

We endeavour to do everything we can to make sure our customers get the best possible service, and we don’t like letting people down. However, we’re only human and will make mistakes from time to time.

When this happens we’re committed to:

  • Making it easy for you to raise your complaint
  • Listening carefully and sympathetically to your complaint
  • Considering how you would like us to resolve your complaint
  • Making sure you are satisfied with how your complaint was handled

If you wish, you can give us feedback instead, you do not have to register a formal complaint with us. Your feedback provides us with the opportunity to improve the services we provide to you. Please fill in a feedback form if you wish to provide feedback.

Who to contact if you have a complaint

Nature of
complaint
Online formEmailContact numberPostal address
LendingForm[email protected]0800 118 1652*Recognise Bank
The Royal Exchange, First Floor,
1 Royal Exchange Steps, London EC3V 3DG
Other mattersForm[email protected]0800 118 1652*Recognise Bank
The Royal Exchange, First Floor,
1 Royal Exchange Steps, London EC3V 3DG

If you have a complaint about lending, it’s best to contact your relationship manager first. If you’d rather not do that, just contact us using the details above.

We’ll aim to put things right within 3 working days

We understand how important it is to get answers quickly. So we’ll aim to resolve your complaint and write to you by email or letter with our final response within three working days.

*Our business hours are Monday to Friday from 9am to 5pm, excluding weekends and bank holidays.

There’s nothing worse than radio silence

Of course, not all complaints are straightforward and may take a little longer to sort out. But if we haven’t been able to resolve your complaint within three days, we’ll still write to you, just to confirm we’ve received it and we’re investigating it. Our aim will always be to provide a final response within eight weeks.

In accordance with the Financial Conduct Authority (FCA) rules, our final written response must

  • Accept the complaint and, where appropriate, offer redress or remedial action; or
  • Offer redress or remedial action without accepting the complaint; or
  • Reject the complaint and give our reasons for doing so; or
  • Explain why we’re not in a position to make a final response and indicate when we expect to be able to provide one

What happens if we’re unable to reach an agreement?

We hope you’ll be happy with our final response, but if you’re not, or eight weeks have passed since you first brought your complaint to our attention, you may refer your complaint to the Financial Ombudsman Service (FOS). Along with our written response we will provide a copy of the FOS standard explanatory leaflet and website address, just in case.

There are time limits that apply for referring a Complaint to the Financial Ombudsman Service, these are:

  • Six months from us sending a final response or summary resolution communication to you
  • Six years from the date of your first complaint (or if later, three years from when you knew – or ought to have reasonably known, you had cause for complaint)

The Financial Ombudsman Service (FOS)

The FOS offers a free independent service and they can help with most financial complaints. However, there are some limitations on what the FOS can look into, and further information about this can be obtained from them directly.

How to get in touch with the Financial Ombudsman

By email:

By post:

The Financial Ombudsman Service,
Exchange Tower,
London, E14 9SR

By phone:

0800 023 4567

(or +44 20 7964 0500 from outside the UK)

Further helpful information can be obtained from visiting the Financial Ombudsman Service website at www.financial-ombudsman.org.uk