Complaints

Our complaints procedure




We endeavour to provide an exceptional level of customer service at all times, and take any complaints 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 304 777
Email: bank@weatherbys.co.uk
Write to: The Head of Customer Service, Weatherbys Bank Limited, Sanders Road, Wellingborough, Northamptonshire, NN8 4BX.
 
What happens next?
We aim to respond to your complaint immediately. However, if we cannot do so, 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

We will contact you regularly to keep you updated if we can’t resolve your complaint within one week.
 
What if I’m not happy with the outcome of my complaint?
If we can’t resolve your complaint within eight weeks, or you are not satisfied with our response, you can refer the matter to the Financial Ombudsman within six months of receiving our final response letter.

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


Alternatively, you can find out more about The Financial Ombudsman Service on their website.

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