Customer complaints procedure

Let us know if something has gone wrong, and we’ll work with you to fix it.

We’re committed to providing you with the best service possible. However, we recognise that sometimes things can go wrong. Letting us know when you're not happy with our products or service provides us with the opportunity to put it right, and helps us to improve.

We promise to:

  • Treat your complaint fairly
  • Try to resolve complaints when you first contact us
  • If we cannot resolve your complaint when you first contact us, send you a response in writing
  • Keep you informed of our progress

How to make a complaint

The first step is for you to let us know what has happened, so that we can fully understand your complaint. You can contact us using the details below.

Application complaints

Call us on: 0345 070 1999

Write to us at:

Customer Response Centre (C097)
Britannia House
Cheadle Road
Leek
Staffordshire
ST13 5RG

Existing customers - mortgage accounts and insurance complaints

Call us on: 01752 236555

Write to us at:

Platform
PO Box 237
Plymouth
PL1 1WG

To help us resolve your complaint we’ll need the following information:

  • Details of what you are concerned about
  • Your name and address
  • Account number (where possible)
  • A daytime telephone number

Please let us know if you need your response to be sent in an alternative format such as large print, audio or Braille.

What happens next?

We’ll always do everything we possibly can to resolve a complaint straight away. Where this isn’t possible, we will keep you informed of our progress until your complaint has been resolved.

Not satisfied with our response?

Should you remain unhappy with our response, you have the option to refer the matter to the Financial Ombudsman Service.

Go to the Financial Ombudsman Service's website

By post:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

By phone:

0800 0 234 567

or

0300 123 9 123

About the Financial Ombudsman Service

The Financial Ombudsman Service is a free service set up to help resolve individual disputes between customers and businesses providing financial services in the UK. If you purchased your product online you also have the option to refer your complaint to the Financial Ombudsman Service using the Online Dispute Resolution platform, the platform has been set up by the European Commission to provide an online tool for consumers to resolve disputes about goods and services purchased online.

Access the Online Dispute Resolution platform

Complaints reporting

Every six months we submit information to the Financial Conduct Authority (FCA) about the complaints we've received from our customers.

More information about our complaints report