We are committed to providing you with the best possible service. Although the majority of our customers are happy with the service they receive, every year a very small percentage contact us with complaints.
We value our customers extremely highly and take all customer complaints seriously. When a complaint is received we always aim to investigate it quickly, in order to identify the root cause, prevent any reoccurrence and, wherever possible, resolve the complaint to the customer's satisfaction. We always apologise for mistakes or instances when customer service did not meet our high standards.
If you are not satisfied with any product or service you have received from us, we would like the chance to put it right. Our internal complaint handling procedures are in place to deal with your concerns when things go wrong. There is no charge for raising a complaint.
If a complaint is received by us, which is the responsibility of a third party provider, your concerns will be referred to the third party. We will also write to you confirming your complaint has been referred on, and include details of the third party.
When you contact us, please provide us with as much relevant information as possible, including your account details, the details of your complaint and what you would like us to do to resolve matters.
By email or internet banking
You should be aware that 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.
If your complaint has not been resolved by close of business the day after we receive it, we will write to you, either to acknowledge receipt of your complaint, or to respond on the matters you have raised. We will do this within five working days of receiving your complaint.
Whilst your complaint is being investigated, you will receive regular updates on the progress of the investigation, both by telephone and in writing.
We will aim to resolve your complaint at the earliest opportunity. If we are unable to resolve it within eight weeks of receipt, we will write to you explaining the reasons for the delay and give you an indication of when we expect to be able to provide a resolution. At this point if you are unhappy with the progress, you may refer your complaint to the Financial Ombudsman Service.
If you are not satisfied with our response to your complaint, you can refer the matter to the Financial Ombudsman Service. You must contact them within six months of the date of our final response letter to you.
They can be contacted in the following ways:
This publication is also available in large print, Braille, tape and disk format. Speak to a member of staff for details.
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.