Complaints
If we have got it wrong, tell us
We aim to provide a first class service. If we have not met that standard we want to know, so that we can put it right. This page explains how to complain, what happens next, and what you can do if you are not happy with our response.
How to make a complaint
Contact us in whichever way is easiest for you.
- Telephone
- 0121 233 1188
- Post
- The Compliance Officer, Greenfield Bridging, Bank House, 8 Cherry Street, Birmingham B2 5AL
It helps us if you can tell us:
- Your name, address, and a telephone number or email address we can reach you on.
- Your loan or account reference, if you have one.
- What has gone wrong, and when it happened.
- What you would like us to do to put things right.
You do not need to pay anyone to complain
Using our complaints procedure is free, and if you are not satisfied you can take your complaint to the Financial Ombudsman Service yourself, also free of charge.
You do not need to use a claims management company or a solicitor. If you would prefer someone else to complain on your behalf — a family member, a friend or a professional adviser — we are happy to deal with them once you have given us your consent.
What happens next
We will acknowledge your complaint promptly and tell you who is dealing with it.
If we are able to resolve it by the end of the third business day after we receive it, we will write to confirm that, and tell you about your right to refer the matter to the Financial Ombudsman Service if you remain unhappy.
If your complaint needs longer to look into, we will investigate it fully and send you our final response within eight weeks of the date we received it. If for any reason we cannot give you a final response within eight weeks, we will write to you before then to explain why and tell you when you can expect to hear from us.
Our final response will set out what we found, the decision we have reached and our reasons for it, and anything we are offering to put matters right.
If you are not satisfied
If you are unhappy with our final response, or if eight weeks have passed since you first complained and we have not given you one, you can refer your complaint to the Financial Ombudsman Service. The service is free and independent, and it is not bound by any decision we have made.
You must refer your complaint to the Ombudsman within six months of the date of our final response. If you do not refer it within that time, the Ombudsman will not usually be able to consider it.
- Address
- Financial Ombudsman Service, Exchange Tower, London E14 9SR
- Telephone
- 0800 023 4567 or 0300 123 9 123
- Website
- financial-ombudsman.org.uk
The Financial Ombudsman Service can consider complaints from consumers, and from smaller businesses, charities and trusts that meet its eligibility criteria. Full details are on its website. Not every borrower is eligible, and the Ombudsman will confirm whether it can consider your complaint.
If you need extra support
If you would like us to communicate with you in a particular way, please tell us and we will do our best to accommodate it. We can provide documents in large print, and we accept calls made through Relay UK. Braille and audio formats can be arranged on request.
If you would find it easier to have someone with you when you speak to us, or to deal with us in writing rather than by telephone, that is not a problem.