We recognise that we don't always get things right and we have a formal complaints procedure in place to try and resolve issues for you. We aim to deal with complaints as quickly as possible whilst making sure that we treat customers fairly.
You can register your complaint in the following ways:
| Call our Customer Relations team: |
|
Write directly to us: |
0844 892 1913
Lines are open between 9am and 5pm Monday to Friday |
|
Bradford & Bingley / Mortgage Express
Customer Relations
PO BOX 88
Croft Road
Crossflatts
Bingley
BD16 2UA |
How will my complaint be dealt with?
We aim to deal with complaints as quickly as possible. In all cases we will acknowledge your complaint by close of business the following working day. We will provide you with the name of someone who will look into your complaint and an expected date of reply.
What information do I need to provide?
In order to help us deal with your complaint please provide us with your account details, up to date contact information and as much documentation as possible that supports your complaint.
What if I'm not happy with your final decision?
If your still not satisfied once you've received our final response you can refer your case to the Financial Ombudsman Service using the details below:
Financial Ombudsman Service,
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Call 0845 080 1800
Please note - the Financial Ombudsman Service will not look at your complaint until you have exhausted our internal complaints procedure and received our final response letter.