Hopefully, you’ll never need to make a complaint. But we appreciate things can go wrong sometimes.
If you’d like to make a complaint about your credit card experience, please get in touch and we’ll look into it as soon as possible.
The best way to do this is through our online complaints form.
You can also write to us at:
Customer Care Team
Freepost RSBJ-HULA-XLGG
PO Box 399
Chatham, ME4 4WQ
What happens next?
When we receive your complaint, we’ll start looking into it. If we can’t resolve the issue within 5 working days, we’ll send you a confirmation letter to let you know we’re dealing with it. This will include your complaint reference number and our next steps.
We try to resolve complaints within 15 working days but in some cases, it can take up to 8 weeks. When we’ve done this, we’ll send you a ‘final response’ letter or email explaining our decision, what we’ve found and how you can take the complaint further.
if you feel we haven’t dealt with your complaint fairly, or we haven’t provided our final response within 8 weeks, you have the right to refer the complaint to the Financial Ombudsman Service (FOS). This is a free and independent service that helps settle disputes between customers and financial service providers.
Just so you know, you’ll need to refer your complaint to them within 6 months from the date of the final response letter. Or in cases where we haven’t reached a decision within 8 weeks, from the date of the letter we’d send explaining that.
You can only refer your complaint to the Financial Ombudsman Service if:
- You’ve received a final response from us and you don’t think we’ve dealt with the complaint fairly; or
- We’ve not sent you a final response within 8 weeks of our letter confirming we’ve received the complaint
How to contact the Financial Ombudsman.
Other helpful links:
The Ombudsman’s consumer leaflet.
