Legal Information

Complaints Procedure

• What to do when we don't get it right
• 1.1 Initial Review
• 1.2 Internal Executive Review
• 1.3 Final Review

What to do when we don't get it right

We always aim to provide excellent customer service and when that doesn't happen we want to know why. Listening to you and learning from what you have to say will help us get it right next time, and we need your help to do this.

We have a formal complaint procedure, which is outlined below:

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1.1 Initial Review

Please discuss your concerns with staff at your local branch or agency, or if you prefer, phone our head office. Telephone calls may be monitored and recorded. If you are not satisfied, or prefer to write, then write to us at

• Customer Relations, Bradford & Bingley, PO BOX 88, Croft Road, Crossflatts, Bingley, West Yorkshire, BD16 2UA, or
  
• By using our on-line complaints form

• By emailing us using our online enquiry form

We will acknowledge your complaint in writing and provide you with a contact name and expected date of reply within 5 business days.

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1.2 Internal Executive Review

If we don't resolve the problem to your satisfaction you can then ask for an independent review which will be carried out by a member of the Internal Executive Review.

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1.3 Final Review

If, for whatever reason, you still do not accept our decision you can then refer your case to the appropriate Ombudsman or Arbitrator.

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Phone: 0845 080 1800
Fax: 020 7964 1001
Email: complaint.info@financial-ombudsman.org.uk

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