Making a complaint

It’s simplest to complain online. But of course, we do have other ways to get in touch.

Start-up or business with a turnover under £2m (24 hours)

UK: 03457 11 44 77

Overseas: +44 3457 114477

Businesses with a turnover over £2m

Please call your Relationship Manager.

If you want to send a letter of complaint, here’s the address:

Business Complaints Team

2 St. Phillips Place

Birmingham

B3 2RB

Invoice Finance Complaints

To help us look into and resolve your complaint, please give us:

• Your name and address
• Your account details
• A description of your complaint
• When the problem occurred
• How you’ve been affected by this
• A contact number and email address

Why we need this

This information will help us understand what has gone wrong. That way, we can make sure we pass your complaint to the right person to fix the problem.

Your contact details will help us reach you, if we need more info or to discuss your complaint with you.

1. We’ll let you know we’ve received your complaint. We’ll give you a complaint reference number to use if you need to contact us. That way, we can find your information quickly.
2. We may need to talk to you, to help fix the situation. So please give us your up-to-date contact phone number and email address.
3. We’ll write to you within 10 days of getting your complaint and then update you regularly after that. We’ll use email if you’ve given us an email address.
4. Once we’ve made a decision about your complaint, we’ll call you, write to you or email you. We’ll try to solve your problem as quickly as possible (although regulations give us up to 56 days).

Please note: our calls may appear as ‘Private’, ‘Unknown’ or ‘Withheld” on some handsets. And if you’ve given us an email address or opted for paperless statements, please check your junk email folder, just in case.

If you need an update on a complaint you’ve made, feel free to get in touch. Please use the contact details in the letter, email or text we sent you.

If you want to give us more information, or you want more from us, please contact us using our Online Complaint Form. Go to the Account Type dropdown menu and select ‘Existing complaint.’ Our complaints team will get back to you.

Online Complaint Form

If for some reason we haven't been able to resolve your complaint within eight weeks, or you're not satisfied with the resolution you can refer your complaint to the Financial Ombudsman Service.

If you receive a final response letter from us and you want to contact the Financial Ombudsman Service, you'll need to do this within 6 months of receiving our letter.

You can contact the service by writing to:

The Financial Ombudsman Service
Exchange Tower
London E14 9SR

You can also phone them on 0800 023 4 567 or 0300 123 9 123

Visit Financial Ombudsman site

Business Banking Resolution Service (BBRS)

If your complaint is not eligible for the Financial Ombudsman Service, you may be able to have your complaint reviewed by the Business Banking Resolution Service (BBRS).

The BBRS is an independent organisation set up voluntarily by participating banks to resolve disputes.

The BBRS is free to use and has different eligibility considerations from the Financial Ombudsman Service. 

Please note that the BBRS is closing, and it will not accept the registration of any complaints after 13-December 2024.

Alternatively, you can write to the BBRS:

Business Banking Resolution Service,
CEDR Centre for effective Dispute Resolution,
100 St Paul's Churchyard,
London EC4M 8BU.