Handling your complaints

Our aim is to provide quality products and services at all times

If you feel this hasn’t been achieved, let us know and we’ll do our best to deal with your concerns to your full satisfaction. To help us investigate quickly and efficiently, please provide the following details:

  • your name and address
  • your account number
  • your telephone number
  • details of your complaint or concerns

Our contact details are available on this page.

How we'll resolve your complaint

We want you to feel that your complaint has been dealt with quickly and fairly, however some complex cases may take time to investigate thoroughly. So that you know what to expect, we’ll work within the following timescales:

  • We’ll always try to resolve your complaint immediately if possible, or within three working days if we need to investigate further. We’ll then send you a written communication to confirm that we consider your complaint is resolved.
  • If we can’t resolve things by the end of the third working day, we’ll send you a written acknowledgement confirming your complaint has been received, together with full details of the person who is handling it.
  • In exceptional cases we may require up to eight weeks to fully investigate your complaint and issue you with our final response.

We'll keep you regularly informed as to our progress and measures being taken to resolve your complaint.

If you aren’t happy with our final response

If we’re unable to issue a final response within eight weeks, or you’re unhappy with our final response for any reason, you can refer the matter to the Financial Ombudsman Service who can be contacted as follows:

Telephone

Call them on 0300 123 9 123 or 0800 023 4 567

Email

Send a message to complaint.info@financial-ombudsman.org.uk

Website

Visit www.financial-ombudsman.org.uk

Post

Write to them at:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

It's important that our complaints procedures are finalised before you contact the Financial Ombudsman, as they will only investigate after the end of the eight week period.

If you are not satisfied with our final response and you wish to refer to the Financial Ombudsman Service, you only have six months from the date of our final response to refer it. However, none of these procedures affect your legal rights.

Online Dispute Resolution

If you prefer, you can submit your complaint to http://ec.europa.eu/odr quoting our email address info@online.chartersavingsbank.co.uk, although we recommend that you go direct to the Financial Ombudsman Service using the above details to avoid any delay.

Financial Services Compensation Scheme

Financial Services Compensation Scheme

Your eligible deposits with Charter Savings Bank are protected up to a total of £85,000 by the Financial Services Compensation Scheme, the UK's deposit protection scheme. Any deposits you hold above the limit are unlikely to be covered. Please click here for further information or visit www.fscs.org.uk.