Complaints Department
We are serious about resolving customer issues fairly and as quickly as possible.
We can help
At Abbey, we want to keep our customers happy, but we realise that we sometimes make mistakes... If you tell us about a problem, we’ll try our best to put it right. We appreciate your feedback as it can help us to improve our future service and products.
We’d also like you to tell us when we’ve done something well or have Surpassed your expectations.
This page tells you the three steps to follow to make a complaint. Please note that different procedures may apply to certain Abbey products. These procedures may be outlined in your account or policy documentation, which will tell you who to contact at each stage of the complaints process.
If you have not been informed of a complaints process specific to the product you wish to complain about, please follow these steps:
Step 1- contact the department you have been dealing with or
When you contact us you will need to supply the following key information so we can help:
We promise to
If you are still unhappy
Please see step 2 for what to do next.
Step 2 – Contact Complaints
If we have been unable to resolve your complaint, you can contact our central Complaints Team. The contact details are;
Complaints Department
Abbey
PO BOX 5129
Milton Keynes
MK9 2YN
0845 6006014*
Typetalk:18001 0845 6006014*
We promise to
Undertake an independent review of your case. We will keep you informed of progress and aim to send you our final response within eight weeks of the date you originally complained to us. In many cases we will do it a lot quicker. If we can’t we will write to you explaining why we haven’t completed our investigations and telling you when we will have done so.
If you are still unhappy
If we have been unable to resolve your complaint to your satisfaction or haven’t sent you our final response after eight weeks from the date you originally complained to us, please see step 3 for what to do next.
Step 3 – Contact the Financial Ombudsman
Once you have given us the chance to put things right, if you are still unhappy you can contact the Financial Ombudsman Service. The contact details are:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Telephone: 0845 080 1800*
Using your own Solicitor or third party complaint-handling company
Employing a third party complaint handling firm, or a Solicitor or Financial Advisor, does not affect how we review your complaint. However please be aware that:
*The maximum cost of a call for BT customers, from a landline is 4 pence per minute (ppm) (subject to a minimum call charge of 6.5p). The cost of calls for non-BT customers or from mobiles will vary.
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