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Addressing Your Complaint

Clydesdale Bank is committed to providing a high standard of customer service. However, if you are not satisfied with any aspect of our service, internal complaint handling procedures are in place to deal with your concerns effectively and in the correct manner.

If you do wish to register your complaint, please follow the steps below. Please could you provide as much relevant information as possible, including your account details, the Branch/Business Area involved, summary of your complaint and any actions already taken to address the issue.

Step 1

• If possible, please refer your complaint to the original point of contact.
  
  
• If the matter is not resolved to your satisfaction by this member of staff please speak or write to your Branch/Relationship Manager. Your Branch/ Relationship Manager will ensure that your complaint is investigated and try to resolve the matter to your satisfaction. If your complaint has not been resolved by the close of business on the next working day following its receipt, we will either send you an acknowledgement letter or a written response addressing the matters you have raised. We will issue this within five working days of receipt of your complaint.

Step 2

• If you are still dissatisfied with the response from your Branch/Relationship Manager you may refer your complaint to our Customer Relations Manager at the following address. The Customer Relations Manager will arrange for your complaint to be investigated further.
  
  Customer Relations Manager
  Clydesdale Bank PLC
  Clydesdale Bank Exchange
  20 Waterloo Street
  Glasgow
  G2 6DB
  
  Telephone 0845 602 5410
  
  
• Once your complaint has been fully investigated, the Customer Relations Manager will issue a final response letter. This letter will confirm the outcome of the final investigation.
  
  
• If the Customer Relations Manager has been unable to issue a final response letter to you within four weeks of receipt, a progress report will be issued confirming what stage the investigations are at. If the Customer Relations Manager is still unable to issue a final response letter within eight weeks of the Bank first receiving your complaint, a further progress report will be issued. At this point we will also inform you that if you are dissatisfied with the delay, you may refer your complaint to the Financial Ombudsman Service.

Step 3

• Our aim is always to resolve complaints to the satisfaction of our customers. However, in the unlikely event that you disagree with the decision we have made, you can refer the matter to the Financial Ombudsman Service. You should address your complaint to:
  
  Financial Ombudsman Service
  South Quay Plaza, 183 Marsh Wall
  London E14 9SR
  Telephone number: 0845 080 1800
  Fax number: 020 7964 1001

This publication is also available in braille and tape format. Speak to a member of staff for details.