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Making a complaint

Information about our complaints process

Our dedicated complaint handling team will:

  • Make it easy for you to tell us when things go wrong
  • Give your complaint the attention it deserves
  • Resolve your complaint without delay
  • Make sure you are satisfied with how your complaint was resolved

Ways to complain

We do everything we can to make sure our customers get the best possible service. However, sometimes, we don't get things right. If that happens please tell us so that we can put it right.

What we'll need from you when you make your complaint:

  • Your name and address
  • Your sort code
  • When the issue occured
  • A description of the complaint
  • Any names or dates you've noted if you've already spoken to someone about this problem
  • How you've been affected by this problem


You can complain through any of the following methods:

  1. In person

    Visit any of our branches and talk to one of our team. Use our branch locator to find your nearest branch.

  2. In writing

    Address your letter to your Relationship Manager or the Manager of your local branch.

  3. By phone

    If you have a personal or business account with us, please call your Relationship Manager or

    Isle of Man
    +44 (0)1624 637290

    Lines are open Monday to Friday 9am to 5pm, except for public holidays.

    When you call you’ll need to have your account information or your telephone banking details handy. We may record your call.

  4. Online

    Complete our online complaint form.

    Please note that additional personal information should not be included in this message for security reasons. We'll respond by telephone or letter.

We'll do our best to resolve your complaint straight away

If we can't, we'll keep you updated step-by-step. 

  1. 01

    If we can’t resolve your complaint within one week we’ll contact you, so you know who is dealing with it.

  2. 02

    We’ll keep you updated regularly, but if you have any questions you’ll be able to contact the person dealing with your complaint directly.

  3. 03

    We’ll try to resolve your complaint as quickly as possible and will commit to keep you updated on the progress we’re making.

  4. If you’re not happy with our progress at any time, please call the person dealing with your complaint straight away.

Financial Ombudsman Scheme

The Isle of Man has an Ombudsman Scheme. The Ombudsman acts independently of the Bank and provides a free service as an impartial adjudicator.

You must bring a complaint to the Isle of Man Financial Services Ombudsman Scheme within 6 years of the act or omission which led to your complaint and within 2 years of when it should have come to your notice if you weren’t aware of it immediately.

In the Isle of Man you may ask the Ombudsman to review your complaint if we have been unable to resolve it within 8 weeks.

Address:

The Financial Ombudsman Scheme 
Isle of Man Office of Fair Trading 
Thie Slieau Whallian 
Foxdale Road 
St Johns 
Isle of Man 
IM4 3AS

Telephone: +44 (0)1624 686500

Fax: +44 (0)1624 686504

Email: ombudsman@iomoft.gov.im

Website: www.gov.im/oft/ombudsman

You can also review the Isle of Man regulator's website, www.fsc.gov.im.

Our guide to complaints

Save or print a copy of our complaints guide.

Something else we can help you with?