We’re sorry you’d like to make a complaint. Please call us on 0800 008 008 or fill in our online form. We’re here Monday to Friday, 9am to 5pm and will help in any way we can.
What we’ll need from you
- Your name
- Your address
- Your company card account number/merchant number or other account reference details
- A clear description of the problem
- Details of how we can put it right
- Copies of relevant documents like statements or letters
- Your daytime phone number
What you can expect from us
We’ll do our best to resolve your complaint as quickly and easily as we can. The more information you can give us, the better we can help.
What happens next
We’ll aim to sort things out within four working days. If we don’t, we’ll write to you to acknowledge your complaint within the following three working days and give you a case reference number.
Complaints about payment services – if your complaint is about payment services (according to the Payment Services Regulation 2017) we have to give you a final response within 15 working days. If exceptional circumstances stop us from doing this, we’ll send our final response within 35 calendar days of receiving it. If we can’t do this either, we’ll let you know our progress and give you details on taking your case to the Financial Ombudsman Service.
Complex complaints – if we can’t resolve your case within 4 working days, we’ll keep you informed and aim to resolve things within four weeks. If we can’t, we’ll write to explain the cause of delay and tell you when we expect to resolve it. After eight weeks, we’ll send you a final response or a further progress report.
Still need help?
The Financial Ombudsman Service offers advice and support, including other ways of resolving a dispute. You may be able to refer your complaint 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.
Email: complaint.info@financial-ombudsman.org.uk.
Phone: 0800 023 4567 (free from a landline), 0300 123 9123. (Calls cost no more than a national rate call to a 01 or 02 number and count towards any inclusive minutes).
Write to:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
For larger SMEs
If your complaint isn’t eligible for the Financial Ombudsman Service, you might be able to use the Business Banking Resolution Service (BBRS).
BBRS is an independent organisation set up by participating banks to resolve disputes between eligible larger SME business customers and their bank. The service is free to business customers with unresolved disputes with participating banks.
BBRS website
Email contactus@thebbrs.org
Phone: 0345 646 8825
Write to:
BBRS
70 Fleet St
London
EC4Y 1EU
