Complaints Procedure

We are committed to delivering exceptional customer experiences through our branch, telephone and digital channels but we understand we may not always meet your expectations. Your feedback is really important to us and we will look to take ownership, review what has happened and aim to put things right.

We believe in treating our customers with kindness, and respect, our goal is to respond to your complaint sympathetically and fairly.

  • How to make a complaint

    Call our Customer Care Team on 01228 403 141

    Contact your local branch


    Write to our complaints team at Cumberland House, Cooper Way, Parkhouse, Carlisle, CA3 0JF

  • When can you expect a response

    We will try to resolve your complaint within 3 working days following the day on which you raised your complaint. If we believe we have resolved your complaint to your satisfaction, we will confirm this to you in writing.

    Depending on the nature of your complaint, it may not always be possible to resolve this within 3 working days. If this is the case, we will send you an acknowledgement letter confirming when you can expect to receive a final response from us.

    You can view our complaints procedure here.

  • Financial Ombudsman

    We hope the information you receive from us in relation to your complaint will provide sufficient detail to explain our investigation and how we reached our decision. However, if you are not satisfied with the outcome, you can refer your complaint to the Financial Ombudsman Service.

    We will provide you with a leaflet explaining the Financial Ombudsman Service procedure. If you do wish to refer your complaint to the Financial Ombudsman, you will have six months to do so and they can be contacted by:

    Letter: The Financial Ombudsman Service at Exchange Tower, London, E14 9SR

    Telephone: 0330 123 9123