Complaints and follow-up
Explain the issue clearly and keep the conversation connected.
Prepare your complaint
Describe what happened, when it happened, the service involved and how it affected you. Include a relevant transaction or earlier support reference and explain the outcome you are seeking. Keep the description factual and include only information needed to understand the issue.
Submit through your support channel
Signed-in customers can open a support ticket with a subject and message. Begin the subject with "Complaint" so the nature of the enquiry is clear. For example: "Complaint: payment enquiry follow-up". Keep a copy of the submitted message and the ticket reference.
Follow up on an existing case
Open your ticket history and reply in the relevant conversation with new information or a request for an update. Keeping related messages together makes the history easier to review. If the response does not resolve your concern, explain what remains outstanding and ask the support team for the applicable escalation process.
If you cannot sign in
Use the account-access guide for recovery steps. If access is still unavailable, use your established banking representative or contact details on your account documentation. Do not disclose a password or verification code to someone offering to recover the account for you.
Keep urgent security concerns separate
A missing card or suspected unauthorised transaction needs prompt attention through the issuer or established banking support channel. Do not wait for a general complaint response before reporting it.
Start a conversation
Send an enquiry, request a callback or suggest an appointment time. You will receive a reference once the request is saved.
Contact the team →