We’re sorry that you’d like to make a complaint. Please give us a call on 0800 008 008 (Monday to Friday, 9am – 5pm) or complete our online form.
What we’ll need from you
- Your name
- Your address
- Your company card account number or merchant number or other account reference details
- A clear description of your concerns
- Details of what you would like us to do to put it right
- Copies of any relevant documents such as statements or letters
- A daytime telephone number that we can reach you on
What you can expect from us
We’ll do our best to resolve your complaint as quickly and conveniently as we can. Important: please give us plenty of information on the problem to help us help you better.
What happens next
1. Sometimes we're not able to resolve the issue immediately. If we haven't responded within four workings day, we will acknowledge your complaint in writing within three working days together with your case reference number.
If your complaint is about ‘payment services’ as defined in the Payment Services Regulation 2017, then we’re required to send you a final response within 15 working days, unless there are exceptional circumstances that stop us from resolving your complaint. if that’s the case, we’ll send you a final response within 35 days after receiving it. If were not able to do this, we’ll continue to update you on our progress and you can be referred to the Financial Ombudsman Service.
2. If your complaint is complex, we’ll keep you informed of our investigations – and aim to resolve the issue within four weeks.
3. If we’re unable do this within four weeks, we’ll write to explain the cause of delay and to provide you with the expected timescale for resolution.
4. After eight weeks, we’ll send you a final response or a further progress report on our investigations.
Still need help?
The Financial Ombudsman Service can offer advice and support, including alternative dispute resolution. If your company has an annual turnover of below £6.5million, and either less than 50 employees or a balance sheet total of less than £5 million, you may be eligible to refer your complaint.
Please email: complaint.info@financial-ombudsman.org.uk. Call 0800 023 4567 (free from a landline) or 0300 123 9123. (Calls cost no more than a national rate call to a 01 or 02 number and count towards any inclusive minutes). Or you can write to:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
For larger SMEs
If your complaint is not eligible for the Financial Ombudsman Service then your complaint may be eligible for review by the Business Banking Resolution Service (BBRS).
The Business Banking Resolution Service (BBRS) is an independent organisation set up voluntarily by participating banks to resolve disputes between eligible larger SME business customers and their bank. The service is free to use and is available to business customers with unresolved disputes with participating banks.
If you are interested in finding out more information or using the service, please visit the BBRS website , email contactus@thebbrs.org or call 0345 646 8825. Alternatively, you can write to:
BBRS
70 Fleet St
London
EC4Y 1EU
