How do I make a complaint?
Raise it as a ticket marked "Complaint", or in writing. We acknowledge promptly, investigate, and give you a written final response.
How to raise it
- Raise a support ticket with "Complaint" in the subject, or write to us using the address on the contact page.
- Tell us what happened and when, who you dealt with if relevant, the impact on you, and what outcome you are looking for.
- Attach any supporting evidence.
What happens next
- Acknowledgement. We confirm receipt promptly and give you a complaint reference.
- Investigation. A complaints handler independent of the original decision reviews the case.
- Updates. If it takes longer than expected, we tell you why and when to expect an answer.
- Final response. A written explanation of our findings, our decision, and any remedy.
If you are still not satisfied
Our final response will explain your right to escalate the matter to the relevant financial ombudsman or regulator in your jurisdiction, along with the time limit for doing so. Raising a complaint with us does not affect your right to do that.
Complaints are logged and reviewed for patterns. Telling us when something went wrong is genuinely how it gets fixed for everyone.
Did this not solve it?
Raise a support ticket from inside online banking and a specialist will answer with your account in front of them — or contact us if you cannot sign in.
Monday to Friday, 08:00 – 20:00 (CET). Card loss and fraud reporting is staffed 24/7.