We’ll let you know we’ve received your complaint. We’ll give you a complaint reference number to use if you need to contact us. That way, we can find your information quickly.
We may need to talk to you, to help fix the situation. So please give us your up-to-date contact phone number and email address.
We’ll write to you within 10 days of getting your complaint and then update you regularly after that. We’ll use email if you’ve given us an email address.
Once we’ve made a decision about your complaint, we’ll call you, write to you or email you. We’ll try to solve your problem as quickly as possible (although regulations give us up to 56 days).
Please note: our calls may appear as ‘Private’, ‘Unknown’ or ‘Withheld” on some handsets. And if you’ve given us an email address or opted for paperless statements, please check your junk email folder, just in case.
If you need an update on a complaint you’ve made, feel free to get in touch. Please use the contact details in the letter, email or text we sent you.
If you want to give us more information, or you want more from us, please contact us using our Online Complaint Form. Go to the Account Type dropdown menu and select ‘Existing complaint.’ Our complaints team will get back to you.