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Making a complaint

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’re sorry things have gone wrong. We always try to give you the best possible service but occasionally we don’t get things right. Thank you for bringing this to our attention, giving us an opportunity to put matters right, and improve our customer service.

What we'll need to know

So that we can start dealing with your complaint straight away we’ll need:

  • Your name and address
  • Your sort code
  • When the issue occurred
  • 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:

  1. Online

    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.

  2. In writing

    Address your letter to your Relationship Manager or the Manager of your local branch.

  3. By phone

    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.

  4. In person

    Visit any of our branches and talk to one of our team. Use our branch locator to find your nearest branch.

     

What we’ll do next

If we can't, we'll keep you updated step-by-step. 

  1. 01

    If we can’t resolve your complaint within one week we’ll contact you, so you know who is dealing with it.

  2. 02

    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.

  3. 03

    We’ll try to resolve your complaint as quickly as possible and will commit to keep you updated on the progress we’re making.

  4. If you’re not happy with our progress at any time, please call the person dealing with your complaint straight away.

The Financial Services Ombudsman Scheme

The Financial Services Ombudsman acts independently of the Bank and provides a free service as an impartial adjudicator. If together we cannot reach a satisfactory resolution of your complaint you may refer to the Ombudsman.

You can contact the Ombudsman at:

The Financial Ombudsman Scheme 
Isle of Man Office of Fair Trading 
Thie Slieau Whallian 
Foxdale Road 
St Johns 
Isle of Man 
IM4 3AS

Telephone: +44 (0)1624 686500

Fax: +44 (0)1624 686504

Email: ombudsman@iomoft.gov.im

Website: www.gov.im/oft/ombudsman

You must bring a complaint to the Ombudsman within six years of the act or omission which led to your complaint and within two years of when it should have come to your notice if you weren’t aware of it immediately.

You may ask the Ombudsman to review your complaint if we have been unable to resolve it within eight weeks.

Our guide to complaints

Save or print a copy of our complaints guide.

Something else we can help you with?