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Managing your complaint

Whilst most of our customers are happy with the service they receive from us, sometimes we don't get it right first time. We take complaints very seriously, and if you are not satisfied with any aspect of one of our products or services, please tell us. We would like the chance to put it right.

Contacting us

When you contact us, please provide us with as much information as possible. This should include your account information, details of your complaint and what you would like us to do to put things right. We won’t charge you for raising a complaint.

In person
  • Visit your local branch or contact your relationship manager.
  • Find your nearest branch
In writing
  • Write to your local branch manager or your relationship manager.
  • Write to our Customer Assist Team, 1st Floor, Guildhall, 57 Queen Street, Glasgow, G1 3ER
By telephone
  • Call the Bank using the telephone number at the top of your statement.
  • Call our 24* hour telephone banking service on 0800 345 7 365.
  • Call our Customer Assist Team on 0800 055 6655 between 8am – 6pm, Monday to Friday.
Online
  • Via our online complaint form or you can e-mail us at customer.assist@cybg.com.
  • Leave a message via your internet banking facility.*

Sending information by email is not a secure method of transferring information and confidentiality cannot be guaranteed. We will only respond to your email by email if you specifically request us to do so.

*Telephone & internet banking services may be temporarily unavailable during periods of routine maintenance.

What to do if we can't reach an agreement

The Financial Ombudsman Service is an independent organisation which helps to resolve complaints that customers and financial institutions haven’t been able to resolve themselves.

If you are not satisfied with our response, or if we’ve been unable to resolve your complaint within eight weeks, you can refer the matter to them.

You can contact them in writing at Financial Ombudsman Service, Exchange Tower, London, E14 9SR, by telephone on 0800 023 4567 and via email at complaint.info@financial-ombudsman.org.uk

Further details can be found by visiting the FOS website at www.financial-ombudsman.org.uk

Online Sales and Services complaints

If your complaint is in relation to products or services purchased online from 15 February 2016 you can access the Online Dispute Resolution Platform (ODR Platform). Please note that as this platform will ultimately re-direct your complaint to the Financial Ombudsman Service, you may prefer to contact us or the Financial Ombudsman Service directly in the first instance about your complaint using the contact details noted above.

Find out more and access the ODR platform

Clydesdale Bank operates under the legal entity of Clydesdale Bank PLC and all data submitted to the Financial Conduct Authority (FCA) and Financial Ombudsman Service (FOS) is done so on this basis. Customers of Clydesdale Bank benefit from consistent complaints handling as our Customer Experience & Complaints team acts on behalf of both banks.

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