Complaints and reporting fraud

If you feel we haven’t delivered the service you expected, we want to know – so we can put it right and continue to improve.

We strive to:

• Deliver consistent and reliable levels of customer service
• Act with integrity, due care and diligence
• Communicate openly, honestly and with sensitivity and understanding
• Listen to our customers
• Handle complaints fairly and promptly
• Respect our customers’ rights to privacy and confidentiality

If you still aren't satisfied with the outcome, we will let you know how you can escalate your concern to the Financial Ombudsman Service.

We regularly document all customer complaints with the Financial Conduct Authority.

See our report on how we've handled previous complaints:

• Complaints data, 1 July to 31 December 2025 (PDF, 129 KB)

They will then work with you to put things right.

You should also report the incident to the UK’s national fraud reporting centre, Action Fraud.