Customer satisfaction

We can help
We want to know what you think about the service we offer you and if there is something wrong, we want to put it right. Our complaint handling procedures have been developed to make sure you receive a quick and fair response.

Postal Address
   Abbey Business Banking Centre
   Customer Relationship Team
   301 St Vincent Street
   Glasgow
   G2 5NT

Our complaint procedure
In the first instance your comments should be referred to the area of Abbey Business with which you have an issue. The information needed to resolve most problems is available to staff who have day to day responsibility for looking after your account. We expect that the majority of complaints will be quickly and satisfactorily resolved at this stage. If you remain dissatisfied, however, there are clear internal escalation procedures in place and at each stage we will advise you of who to contact.

If all else fails
If you are still unsatisfied at the end of our internal procedures you may be eligible to write to an arbitration or ombudsman service.

Financial Ombudsman Service
Some activities carried on by Abbey Business are covered by The Financial Ombudsman Service. We can tell you if you would be covered by the Ombudsman scheme. Copies of our complaints handling procedures for relevant products, together with copies of the Financial Ombudsman Service's explanatory leaflet are available on request.

The Ombudsman will only consider complaints after we have provided you with written confirmation that our internal complaints procedure has been exhausted. We will advise you of your right to refer to the Ombudsman at the time that we issue our final response advising that our complaints procedure has been exhausted.¹

   Financial Ombudsman Service
   South Quay Plaza
   183 Marsh Wall
   London
   E14 9SR

Regulatory Bodies
Abbey is regulated and authorised by the Financial Services Authority (FSA). Their website address is www.fsa.gov.uk. Abbey is registered on the FSA’s register, membership number 106054.

When you contact us

• Please give your name and account number
• Please explain the reason for your communication

If you are happy to discuss the issue on the telephone, please give a daytime number.

¹ Or at eight weeks if earlier for Financial Ombudsman Service.

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