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Commercial customer complaint

How we will deal with your complaint

We want to make sure your experience with us is positive and we'll always do our best to provide you with a high standard of service and customer care, every time. However, sometimes things can go wrong and we may fail to meet your expectations. Our internal Complaint Procedure allows us to deal with these problems.

Make a complaint online

Our procedure

If you are unhappy with something, you should let us know. You can raise your complaint by telephone, email or by letter.

We will try our best to resolve the problem immediately. If your complaint has not been resolved within four working days, it will be referred to one of our Commercial Complaints Advisers, who will take responsibility for your complaint and see it through to resolution. They will 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 5 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’.

We aim to respond to all complaints in full within four weeks of receipt. If we have not been able to respond by this time, we will write to you to let you know. If the investigation is not complete after 8 weeks we will write to you at this time too.

 

The Financial Ombudsman Service will not be able to look into your complaint. Commercial Lending is not a regulated activity; therefore, complaints about Commercial Lending fall outside of its jurisdiction. 

Complaints form

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

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Commercial customers: Speak to our customer service department

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



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