How to complain Step 1 of 4: Please pick your account type See your ways to complain by picking your account type:
Step 2 of 4: We'll be in touch Your complaint will be passed to the relevant team to investigate as soon as they can. Where possible, we'll try to contact you to talk about your complaint. This will happen by the end of the third working day after we receive it.
Step 3 of 4: If we can't speak to you We'll send you an email or letter to let you know we've received your complaint and we're looking into it. This will happen within 5 working days.
Step 4 of 4: Our final response When we've finished investigating, we'll send you a final response letter. This can take up to 8 weeks. If your complaint is more complicated and we can't give you a final response at that time, we'll let you know how much longer we think it will take. Your final response letter will include the details of our investigation, our decision, and any next steps. It will also explain what you can do if you're not satisfied with our response.
After our final response If you're not satisfied, please let us know if there's anything more we can do to resolve your complaint. We'll also explain what you can do next in your final response letter.
Our complaints figures Every 6 months, we publish information about how many complaints we've had and how long we've taken to resolve them. Complaints data