How to raise feedback or a complaint
We want to hear from you if you feel unhappy with the service you've received from us. Letting us know your concerns gives us the opportunity to put matters right for you and improve our service to all our clients. You can contact us in person, in writing, by email or by telephone. You can also contact your Private Banker or Relationship manager in person or via their direct contact details. Or contact your regional office.
When you contact us please make sure you give us the following information:
- Your name, address and account details
- A clear description of your concern or complaint
- Details of what you would like us to do to resolve the complaint
- Copies of any relevant documents/information
- A daytime telephone number and any times during which we can contact you
We will try to resolve your complaint as quickly as possible. The first step is for us to be clear about the nature of your complaint, and to identify what we can do to resolve the issue. The more information you can provide us the better.
Sometimes we will not be able to solve the problem with you ‘on the spot’. If we are unable to resolve your complaint by the following day we will:
- Send you a written acknowledgement of your complaint
- Confirm who will handle your complaint and how you can contact them.
We aim to resolve your complaint within four weeks. However, if we are unable to do this we will send you a written update to let you know when we expect to reply. If we have been unable to complete our investigations within eight weeks, we will write to you again to explain why there is a delay. When we have finished our investigations into your complaint we will be in touch to provide you with a full response.
If we do not resolve your complaint internally to your satisfaction, you may be able to refer it to the Financial Ombudsman Service in the United Kingdom, or the equivalent service for complaints which originate from jurisdictions outside of the United Kingdom. Please note that there is not an equivalent ombudsman service in Jersey or Guernsey.