Our Promise

To make sure our standards live up to yours

The basics

We provide branch, telephone and internet banking facilities giving you flexibility and choice in how and when you choose to access our services.

Keeping you in the picture

We'll carry out regular customer research to get your views on products, processes and communications.

We'll only sanction advertising and promotional literature that's clear and informative. No jargon, 'gobble-di-gook' or ambiguity.

Information on accounts and services, how they work, their terms and conditions, and the interest rates which may apply, will always be easy to understand.

No hanging about

If you're waiting on a decision on a credit card, mortgage application, or a personal loan, we'll make sure you get it. Quickly.

Should you request it, we'll do our utmost to offer you an immediate appointment. If this isn't possible we'll arrange an appointment within an acceptable timescale.

When you need to, we'll make sure you can meet with a mortgage advisor or financial planning specialist in our branches or over the phone.

Sorting things out

If there's something you're not happy about you can trust us to do everything we can to resolve it as quickly as possible.

We have managers responsible for every local branch. They will take ownership of any problems and make sure processes are followed and promises are kept.

Any customer who does complain will be treated fairly and kept informed of progress.

You can get in touch with us 24 hours a day, 7 days a week, 365 days a year through our UK based call centres.

We'll go out of our way to offer assistance and advice if you find yourself in financial difficulty.

Being responsible

We will always look at your overall financial circumstances to ensure you get the most appropriate solution for you.

We'll strive to ensure everyday banking accounts offer greater choice and competitive rates.

All your information will be treated as strictly confidential and we'll let you know how your information may be used.

In safe hands

Clydesdale Bank is part of the National Australia Bank which has recently been ranked in the Top 20 safest banks in the world by Global Finance Magazine's survey of the world's largest 500 banks. So you're in safe and secure hands.

At the heart of the community

We will foster a strong relationship with our communities, both locally and nationally. Demonstrated by the two days leave we give every employee every year to participate in bank initiated volunteering activities, and by the fact that we encourage all our branch managers to play an active role in their local communities.

The Yorkshire and Clydesdale Bank Foundation will continue to be a bedrock of local communities by lending its support to charities and not for profit groups.

Keeping you safe online

We provide free security software for you to download and install on your own computer.

You're also protected by our online transaction guarantee - and security systems to keep everything safe.