Information about our complaints process
Our dedicated complaint handling team will:
- Make it easy for you to tell us when things go wrong
- Give your complaint the attention it deserves
- Resolve your complaint without delay
- Make sure you are satisfied with how your complaint was resolved
Ways to complain
We do everything we can to make sure our customers get the best possible service. However, sometimes, we don't get things right. If that happens please tell us so that we can put it right.
What we'll need from you when you make your complaint:
- Your name and address
- Your sort code
- When the issue occured
- A description of the complaint
- Any names or dates you've noted if you've already spoken to someone about this problem
- How you've been affected by this problem
You can complain through any of the following methods:
Visit any of our branches and talk to one of our team. Use our branch locator to find your nearest branch.
Address your letter to your Relationship Manager or the Manager of your local branch.
If you have a personal or business account with us, please call your Relationship Manager or
Isle of Man
+44 (0)1624 637290
Lines are open Monday to Friday 9am to 5pm, except for public holidays.
When you call you’ll need to have your account information or your telephone banking details handy. We may record your call.
Complete our online complaint form.
Please note that additional personal information should not be included in this message for security reasons. We'll respond by telephone or letter.
We'll do our best to resolve your complaint straight away
If we can't, we'll keep you updated step-by-step.
If we can’t resolve your complaint within one week we’ll contact you, so you know who is dealing with it.
We’ll keep you updated regularly, but if you have any questions you’ll be able to contact the person dealing with your complaint directly.
We’ll try to resolve your complaint as quickly as possible and will commit to keep you updated on the progress we’re making.
If you’re not happy with our progress at any time, please call the person dealing with your complaint straight away.
Financial Ombudsman Scheme
The Isle of Man has an Ombudsman Scheme. The Ombudsman acts independently of the Bank and provides a free service as an impartial adjudicator.
You must bring a complaint to the Isle of Man Financial Services Ombudsman Scheme within 6 years of the act or omission which led to your complaint and within 2 years of when it should have come to your notice if you weren’t aware of it immediately.
In the Isle of Man you may ask the Ombudsman to review your complaint if we have been unable to resolve it within 8 weeks.
The Financial Ombudsman Scheme
Isle of Man Office of Fair Trading
Thie Slieau Whallian
Isle of Man
Telephone: +44 (0)1624 686500
Fax: +44 (0)1624 686504
You can also review the Isle of Man regulator's website, www.fsc.gov.im.