Commercial customer complaint

We strive to provide high-quality service and customer care, every time.

Make a complaint online
We strive to provide high-quality service and customer care, every time.

We're also human. And we know that, occasionally, things don't go according to plan – and we may not meet your expectations. If this happens, please contact us and let us know.

We'll listen to your concerns and do what we can to resolve them.

How to inform us of your complaint

You have a number of options:
Online: Using the form below
By telephone, on: 0161 333 7415
By email, to:
In writing, to: Commercial Lending Complaints
Lake View

When to expect a reply

We do our best to resolve the problem as and when we receive it. However, we may require more time to look into the matter that you've raised.

If we can't resolved your complaint within four working days, we'll refer it to our specialist Commercial Complaints Advisers. They'll take ownership of your complaint and see that it's resolved.

They'll conduct a thorough review of your concerns and let you know the outcome in writing. They will:

  • Send you an acknowledgement of your complaint, in writing, within five working days;
  • Complete an internal review of the complaint to ensure that we have all the information necessary to conduct a full investigation; and
  • Complete a thorough investigation of your concerns to resolve your complaint, writing to you to outline our findings within a 'Final Response' letter.

We aim to respond to all complaints in full within four weeks. If we can't do so, we'll let you know in writing. We'll write to you again if the investigation is still incomplete complete after eight weeks.

Please note:

Complaints about commercial lending fall outside the jurisdiction of the Financial Ombudsman Service (FOS), and it will refuse to help with any complaints about this account.

Complaints form

Please complete the form below and we'll get back to you as soon as possible.

Commercial customers: Speak to our customer service department

We’re here between 9am and 5:30pm Monday to Friday.