Trying to be perfect isn't the same as actually being perfect. We know that from time to time things don't always go according to plan. Sometimes we mess things up.
And when we do, we need to know - so we can find out what went wrong, try to make it up to you and stop it from happening again.
Tell us all about it
The first thing you need to do is get in touch.
Call our Customer Relations department on 03 450 511 378 (03 456 100 147 text-phone) - lines are open Mon to Fri 8am to 8pm and Sat 9am to 4.30pm. This number is for calls from within the UK. Please call +44 113 234 5678 if you're abroad.
Chat with us Online
If you're an existing customer you can tell us about your complaint in our App - go to 'Help' and select 'Chat now'. Or in Online Banking, select 'Message us'.
Or you can write to us at, Customer Relations, first direct, 40 Wakefield Road, Leeds LS98 1FD.
We'll always try to resolve the problem as quickly as possible - right there and then on the phone if you call. But if we can't do anything that quickly, we'll fully investigate everything and aim to sort things out as soon as we can, and we'll keep you updated along the way.
We aim to answer all complaints about a payment service within 15 calendar days. If there are exceptional circumstances beyond our control we may take up to 35 calendar days.
If your complaint is not about a payment service we will provide a response within 8 weeks. Although we will normally be able to resolve concerns much earlier, on occasion if we're unable to respond within 8 weeks, we'll contact you with an update.
If, after we've done everything we can to help, you're not satisfied with our final response you can refer it to the Financial Ombudsman Service. You may be able to refer your complaint to them before you receive our final response and we will let you know if this applies to you. You have six months from the date of our final response to refer your complaint to them.
Here's how to get in touch with them:
Or send an email to firstname.lastname@example.org or visit their website Opens an overlay [Will show a security message first]
You can write to them at, Financial Ombudsman Service, Exchange Tower, London E14 9SR.
Other ways to resolve any problems
Another way to get things resolved is to try alternative dispute resolution (ADR) - which could include conciliation, mediation, adjudication or arbitration. This can be done in various ways, face-to-face, over the phone or in writing. But to make it really easy the EU Commission has created an Online Dispute Resolution platform, which lets you submit a complaint through a central site and then forwards the complaint to the right ADR scheme. For us, this is the Financial Ombudsman Service. For more information about ODR please visit http://ec.europa.eu/odr Opens an overlay [Will show a security message first]