Handling complaints

We endeavour to provide an exceptional level of customer service at all times and take any complaint very seriously. If you have a complaint relating to a Weatherbys Bank product or service, we will do our utmost to put things right for you as soon as we can.

How can I make a complaint?
You can make a complaint by telephone, by email or by letter, although for your security, we would urge you not to send confidential account information by email.

Tel: +44(0)1933 543 3577
Email: kfoster@weatherbys.bank
Write to: Complaints, Weatherbys Bank Limited, Sanders Road, Wellingborough, Northamptonshire, NN8 4BX

What happens next?
We try to resolve any complaint as quickly as possible. However, if we are unable to do so within five days, we will write to you to explain:
• Why we have not yet been able to resolve your complaint
• Who is dealing with your complaint
• When we will contact you again

What if I’m not happy with the outcome of my complaint?
We will send you a ‘final response’ when we have investigated your complaint. If you are not satisfied with our response or if we can’t resolve your complaint within eight weeks, you can refer your complaint to the Financial Ombudsman

Tel: 0800 023 4567 or 0300 123 9123
Write to: The Financial Ombudsman Service, Exchange Tower, London E14 9SR
Web: https://www.financial-ombudsman.org.uk/consumers/how-to-complain

You can find out more about The Financial Ombudsman service here www.financial-ombudsman.org.uk