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, or 35 working days for some complaints about electronic payments, 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 within 35 working days for some complaints about electronic payments, 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:
Send a message to [email protected]
Write to them at:
The Financial Ombudsman Service
It's important that our complaints procedures are finalised before you contact the Financial Ombudsman, as they will only investigate once we have issued our final response, or after the end of the eight week or 35 working day 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.
Financial Services Compensation Scheme
Your eligible deposits held by a UK establishment of 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.