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We’ll try our best to resolve your complaint straight away. If you don’t have the telephone number of the department you need, we’ll be able to point you in the right direction. Sometimes, depending on the details of your complaint, it may need to be investigated further. If this happens, your concerns will be dealt with by our dedicated team of Customer Care Advisers. They’ll write to you within five working days to acknowledge receipt of your complaint.
We’ll always deal with your complaint as quickly as we can. And we’ll write to you with our findings, usually within four weeks. However, if your complaint is particularly complex it may take a little longer. If we can’t deal with your complaint within eight weeks of receiving it, we’ll write to explain where we are and what we plan to do next. If at this stage you’re still not happy, you can refer the matter to the Financial Ombudsman Service.
We’ll do everything possible to make sure this doesn’t happen. But, in the unlikely event it does, the Financial Ombudsman Service may be able to help you. Helping to resolve disputes between banks and their customers, they’re entirely independent and their service is free. Ask us for a leaflet or contact the
Financial Ombudsman Service at: Financial Ombudsman Service, Exchange Tower, London, E14 9SR.