Our customers are at the heart of our business and we strive to put them first in all we do.
Whilst we are proud of our record of high customer advocacy and recognition by external commentators, we also recognise that sometimes things can go wrong.
When it does, we encourage our customers to tell us and we try to put things right as quickly as possible. The feedback we receive from our customers is invaluable and it helps us to shape the way we do things in the future.
Every six months we submit information to the Financial Conduct Authority (FCA) about the complaints we've received from our customers. The information includes details of the number of complaints we receive, how many we've closed and how many we've upheld – found in favour of the customer.