How can I submit a complaint?

You can submit a complaint using our online complaint form or by sending it to us by email at [email protected].

If you choose to submit your complaint by email, please ensure you send it from your registered email address. If this is not possible, please include the following information to help us review it as quickly as possible:

• Business name
• Company registration number
• Your full name
• The phone number and email address linked to your business account
• A clear description of the issue and what happened and how it impacted you
• The date the issue first occurred and confirm if the issue is ongoing
• Your preferred resolution

What happens next?

Once we receive your complaint, we'll send you a written acknowledgement and begin reviewing the issue you have raised. This acknowledgement will include an estimated timeframe for resolution.

The time it takes to resolve a complaint may vary depending on its nature and complexity.

Escalating your complaint after we respond

If you're not satisfied with the outcome when we issue you a final response letter, you may refer your complaint to the Financial Ombudsman Service (FOS) which is an independent body. The FOS will ask to see a copy of our final response letter to you.

Fraud or account security concerns

If you believe you may have been a victim of fraud, or if you think your account could be at risk, please contact our Customer Service Teams immediately. Please note we will never contact you and ask you to share account information or one-time passcodes.