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Managing your complaint

Whilst most of our customers are happy with the service they receive from us, sometimes we don't get it right first time. We take complaints very seriously, and if you are not satisfied with any aspect of one of our products or services, please tell us. We would like the chance to put it right.

Contacting us

When you contact us, please provide us with as much information as possible. This should include your account information, details of your complaint and what you would like us to do to put things right. We won’t charge you for raising a complaint.

In person
  • Visit your local branch or contact your relationship manager.
  • Find your nearest branch
In writing
  • Write to your local branch manager or your relationship manager.
  • Write to our Customer Assist Team, 1st Floor Guildhall, 57 Queen Street, Glasgow, G1 3ER
  • For information on PPI complaints visit our dedicated Payment Protection Insurance page.
By telephone
  • Call the Bank using the telephone number at the top of your statement.
  • Call our telephone banking service on 0800 345 7365 available (8am - 9pm Mon to Fri, 8am - 9pm Sat and 10am - 5pm Sun). If outside of the UK, call our customer services +44 141 951 7320 available (8am - 9pm Mon to Fri, 8am - 9pm Sat and 10am - 5pm Sun).

Sending information by email is not a secure method of transferring information and confidentiality cannot be guaranteed. We will only respond to your email by email if you specifically request us to do so.

*Telephone & internet banking services may be temporarily unavailable during periods of routine maintenance.

Accessibility & Disability Support

Depending on your needs – we could make adjustments like using large print, Braille, audio or alternative languages. We’ll assist you in any way we can. If you have any questions Call our telephone banking service on 0800 345 7365 available (8am - 9pm Mon to Fri, 8am - 9pm Sat and 10am - 5pm Sun). If outside of the UK, call our customer services +44 141 951 7320 available (8am - 9pm Mon to Fri, 8am - 9pm Sat and 10am - 5pm Sun).

* When you call us, call charges may apply. Please check with your telephone service provider.

For information on how we can help, visit our Accessibility and Disability support page.

What to do if we can't reach an agreement

The Financial Ombudsman Service is an independent organisation which helps to resolve complaints that customers and financial institutions haven’t been able to resolve themselves.

If you are not satisfied with our response, or if we’ve been unable to resolve your complaint within eight weeks (15 calendar days for payment related complaints), you can refer the matter to them.

You can contact them in writing at Financial Ombudsman Service, Exchange Tower, London, E14 9SR, by telephone on 0800 023 4567 and via email at

Further details can be found by visiting the FOS website at

Business Banking Resolution Service (BBRS)

Register your interest in using the new dispute resolution service for UK businesses

A new, independent dispute resolution service is being established for eligible small and medium sized businesses in the UK that have unresolved complaints with participating banks.

The new organisation is called the BBRS and will be flexible in the way it resolves disputes, adopting approaches that are most appropriate for each case, and will be guided by the commitment “to do and be seen to do what is right, fair and reasonable at all times”.

We are one of the seven participating banks which has committed to support the BBRS.

If you are interested in finding out more information or in registering your interest in using the new service, please visit the BBRS website

Online Sales and Services complaints

If your complaint is in relation to products or services purchased online from 15 February 2016 you can access the Online Dispute Resolution Platform (ODR Platform). Please note that as this platform will ultimately re-direct your complaint to the Financial Ombudsman Service, you may prefer to contact us or the Financial Ombudsman Service directly in the first instance about your complaint using the contact details noted above.

Find out more and access the ODR platform

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