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Managing complaints

Whilst most of our customers are happy with the service they receive from us, sometimes we don't get it right first time. We take complaints very seriously, and if you are not satisfied with any aspect of one of our products or services, please tell us. We would like the chance to put it right.

Contacting us

When you contact us, please provide us with as much information as possible. This should include your client's account information, details of the complaint and what you would like us to do to put things right. We won’t charge you for raising a complaint.

In writing

Write to our Customer Complaints Team, Clydesdale Bank For Intermediaries, Mariner Court, Tasman House, Clydebank Business Park, Clydebank, G81 2NR

By telephone

Call us on 0800 678 3066 between 9am and 5.30pm.

email

You can email us at cbi.case.man@cybg.com

Sending information by email is not a secure method of transferring information and confidentiality cannot be guaranteed. We will only respond to your email by email if you specifically request us to do so.

What to do if we can't reach an agreement

The Financial Ombudsman Service is an independent organisation, which helps to resolve complaints that customers and financial institutions haven’t been able to resolve themselves.

If your client is not satisfied with our response, or if we’ve been unable to resolve the complaint within eight weeks, (15 calendar days for payment related complaints) you can refer the matter to them.

They can be contacted in writing at Financial Ombudsman Service, Exchange Tower, London, E14 9SR, by telephone on 0800 023 4567 and via email at complaint.info@financial-ombudsman.org.uk

Further details can be found by visiting the FOS website at www.financial-ombudsman.org.uk

Clydesdale Bank operates under the legal entity of Clydesdale Bank PLC and all data submitted to the Financial Conduct Authority (FCA) and Financial Ombudsman Service (FOS) is done so on this basis. Customers of Clydesdale Bank benefit from consistent complaints handling as our Customer Experience & Complaints team acts on behalf of both banks.

Online Sales and Services complaints

If your complaint is in relation to products or services purchased online from 15 February 2016 you can access the Online Dispute Resolution Platform (ODR Platform). Please note that as this platform will ultimately re-direct your complaint to the Financial Ombudsman Service, you may prefer to contact us or the Financial Ombudsman Service directly in the first instance about your complaint using the contact details noted above.

Find out more and access the ODR platform

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