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]


You can call us on

Personal and business savings: 0345 872 7888
Lending and other matters: 0800 118 1652

By Post

Personal savings:

Recognise Bank
PO Box 921
NE28 5EJ

Business savings:

Recognise Bank
PO Box 921
NE28 5EJ

Lending and other matters:

Recognise Bank
2nd Floor, Augustine House
6a Austin Friars

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

We’ll aim to acknowledge and resolve your complaint and write to you by email or letter (depending on how you contacted us) within three working days and provide a final response within eight weeks.

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.


0800 023 4567

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


The Financial Ombudsman Service Exchange Tower

London E14 9SR