Customer complaints

Colleagues welcome any complaints, take ownership of them and provide the resolution for the customer as quickly as possible. Where the issue is more complex, one of our complaint handling experts will become involved. A key priority for the business is to reduce complaints by addressing the underlying causes. In 2021, we received 239,108 reportable complaints compared to 303,129 in 2020.

For full details on our complaints data and context, please click here.

Related content

Read more about how we measure customer satisfaction and act upon the feedback. 

Read more about our aim to champion the potential of people and families at every stage of their lives.

Read more about how we aim to make our banking more accessible for all our customers.