Raising your complaint

We’re committed to providing products and services of the very highest standards. If you feel that we haven’t lived up to your expectations in any way, we’d like to know so we can put things right for you. We promise we’ll resolve your complaint fairly, for free, and in a timely manner.

How to raise your complaint

To help us to resolve your complaint as quickly as possible, please make sure we have your contact details, including a daytime telephone number or your mobile number and the best contact time for you, so that we can discuss your complaint with you should we need to do so.

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Our commitment to you

When we receive your complaint:

• We will aim to acknowledge your complaint on the same day as received. In some cases, this may take up to three working days.

• Once all the details of the complaint have been investigated, we will issue a 'final response' to your complaint. Although the Financial Conduct Authority (FCA) gives us up to eight weeks to issue a final response*, The Bank will try to resolve complaints as quickly as possible. In circumstances where we are unable to respond to your complaint within eight weeks, we will write to you, explaining why and detail the next steps.

• If you’re satisfied that we’ve resolved your complaint within three working days of receiving your complaint, we’ll send you a ‘summary resolution communication’.

• For complaints resolved outside of this timeframe, The Bank will issue a Final Resolution Letter.

Where we are unable to resolve the complaint within 15 days, we’ll write to you to update you on the status of your complaint.

* For complaints about payment services, we have up to 15 working days and in exceptional circumstances up to 35 working days.

What to do if you’re unhappy with the outcome - your rights with the Financial Ombudsman Service

In this case, you may be able to refer your complaint to the Financial Ombudsman Service which offers a free, independent review service. If you’re unhappy with our decision or the relevant time limit has passed** and you are an eligible customer*** you can ask the Financial Ombudsman Service to look at your case for free.

You have six months from the date of our final response letter to refer your complaint to them.

** For complaints about payment services, the Bank has 15 working days to issue a response or up to 35 days in exceptional circumstances. For all other complaints, the Bank has eight weeks in which to issue a response.

*** Eligible Customers include:

• All personal customers

• Micro-Enterprises

• Guarantors

• Small businesses with an annual turnover of less than £6.5 million and fewer than 50 employees

• Small charities with an annual income of less than £6.5 million

• A Trustee of a Trust which has a new asset value of less than £5 million

• For further guidance please visit: www.financial-ombudsman.org.uk

Contacting the Financial Ombudsman Service

You can visit the Ombudsman's website for more information: https://www.financial-ombudsman.org.uk/ .

Complaints publication report

Cynergy Bank, like many other firms, publishes a summary of the number of complaints received in a half-yearly period. We've made our complaints data available for you to view here.