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We strive to provide you with the best products and service and apologise if things have not gone as expected. We appreciate you taking the time to let us know and giving us the opportunity to put things right.

You can contact us by one of the methods below:

Telephone: 0330 053 6067, Monday-Friday 9am-5pm, excluding bank holidays.
Email: [email protected]   
Secure mail: Log into internet banking and click: messages.
Post: Redwood Bank, The Nexus Building, Broadway, Letchworth Garden City, Hertfordshire, SG6 3TA.


Please provide as much detail as possible to assist with our investigation.


Once you've made a complaint
  • As soon as your complaint has been received, we will investigate it as quickly, and as fairly, as possible. If your complaint does look like it will take some time to investigate, we will contact you and keep you informed.

  • We will acknowledge your complaint promptly and keep you informed on progress at least every four weeks. We may need to get in touch during our investigation to ask for some more information, so please ensure that we have your up to date contact details.

  • Once fully investigated, we will issue a ‘final response’ to your complaint as soon as possible, and no later than eight weeks from the date we received your complaint.


Financial Ombudsman Service (FOS)

If you are not satisfied with the way your complaint has been handled, or our final response, please contact us to see if there is anything further that we can do.
If you remain dissatisfied, and you are an eligible complainant, you have the option to refer your complaint to the FOS for independent review. We will provide FOS referral details in our final response if you are an eligible complainant.
This referral should be made within 6 months of us issuing our final response.

Email: [email protected]  
Website: www.financial-ombudsman.org.uk 
Telephone: 0330 123 9123