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We aim to resolve all complaints by the close of three business days after the date the complaint is received. If this is not possible, we will let you know that we have received your complaint and are investigating it.
Within four weeks of receiving your complaint we will explain what caused the problem and what steps we have taken to put it right. If we have been unable to settle the complaint by this time then we will tell you why and what we are doing to resolve the issue. We will also tell you when we will be in touch again.
We aim to send you a final response within eight weeks explaining the outcome of your complaint.