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Complaints

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.

Good or bad, Cynergy Bank wants to know about its customers’ experiences. Complaints give us the opportunity to understand where things may have gone wrong, put things right and improve the products and services we offer to our customers.

Cynergy Bank, like many other firms, has published a summary of the number of complaints it has received in the second six months of 2022. The FCA will also publish this data as well as complaints data from other firms, where customers can transparently view and compare performance.

Firm name: Cynergy Bank Limited
Period covered: 1 January 2022 – 31 June 2023

Product/Service Grouping

Provision (at reporting period end date)

Intermediation (within the reporting period)

Number of complaints opened

Number of complaints closed

% closed within 3 days

% closed after 3 days but within 8 weeks

% upheld

Main cause of complaints opened

Banking and credit cards

6.08 per 1,000 accounts

N/A

893

654

29.66%

70.34%

N/A

General admin/customer service

Home finance

3.21 per 1,000 balances outstanding

N/A

6

0

N/A

N/A

N/A

General admin/customer service

Credit related

N/A

N/A

0

0

N/A

N/A

N/A

N/A

Insurance and pure protection*

N/A

N/A

N/A

N/A

N/A

N/A

N/A

N/A

Decumulation and pensions*

N/A

N/A

N/A

N/A

N/A

N/A

N/A

N/A

Investments*

N/A

N/A

N/A

N/A

N/A

N/A

N/A

N/A

Total

N/A

N/A

899

654

29.66%

70.34%

69.42%

N/A

Firm name: Cynergy Bank Limited
Period covered: 1 July 2022 – 31 December 2022

Product/Service Grouping

Provision (at reporting period end date)

Intermediation (within the reporting period)

Number of complaints opened

Number of complaints opened

% closed within 3 days

% closed after 3 days but within 8 weeks

% upheld

Main cause of complaints opened

Banking and credit cards

4.85 per 1,000 accounts

N/A

646

583

36.99%

62.78%

70.33%

General admin/customer service

Home finance

4.43 per 1,000 balances outstanding

N/A

9

8

37.50%

62.50%

62.50%

General admin/customer service

Credit related

N/A

N/A

0

0

N/A

1

N/A

N/A

Insurance and pure protection*

N/A

N/A

N/A

N/A

N/A

N/A

N/A

N/A

Decumulation and pensions*

N/A

N/A

N/A

N/A

N/A

N/A

N/A

N/A

Investments*

N/A

N/A

N/A

N/A

N/A

N/A

N/A

N/A

Total

N/A

N/A

655

591

36.89%

62.77%

70.22%

N/A

Firm name: Cynergy Bank Limited
Period covered: 1 January 2022 – 30 June 2022

Product/Service Grouping

Provision (at reporting period end date)

Intermediation (within the reporting period)

Number of complaints opened

Number of complaints closed

% closed within 3 days

% closed after 3 days but within 8 weeks

% upheld

Main cause of complaints opened

Banking and credit cards

5.68 per 1,000 accounts

N/A

683

637

42.9%

57.0%

75.0%

General admin/customer service

Home finance

6.39 per 1,000 balances outstanding

N/A

15

14

21.4%

78.6%

78.6%

General admin/customer service

Credit related

N/A

N/A

1

1

N/A

1

100%

N/A

Insurance and pure protection*

N/A

N/A

N/A

N/A

N/A

N/A

N/A

N/A

Decumulation and pensions*

N/A

N/A

N/A

N/A

N/A

N/A

N/A

N/A

Investments*

N/A

N/A

N/A

N/A

N/A

N/A

N/A

N/A

Total

N/A

N/A

699

651

N/A

N/A

N/A

N/A

Firm name: Cynergy Bank Limited
Period covered: 1 January 2021 – 30 June 2021

Product/Service Grouping

Provision (at reporting period end date)

Intermediation (within the reporting period)

Number of complaints opened

Number of complaints closed

% closed within 3 days

% closed after 3 days but within 8 weeks

% upheld

Main cause of complaints opened

Banking and credit cards

8.97 per 1,000 accounts

N/A

974

974

42.9%

56.8%

56.7%

General admin/customer service

Home finance

4.19 per 1,000 balances outstanding

N/A

10

10

70%

30%

50%

Information, sums/

charges or product performance

Credit related

N/A

N/A

2

2

N/A

N/A

100%

Insurance and pure protection*

N/A

N/A

N/A

N/A

N/A

N/A

N/A

Advising, selling and arranging

Decumulation and pensions*

N/A

N/A

N/A

N/A

N/A

N/A

N/A

N/A

Investments*

N/A

N/A

N/A

N/A

N/A

N/A

N/A

N/A

Total

N/A

N/A

986

986

N/A

N/A

N/A

N/A

Firm name: Cynergy Bank Limited
Period covered: 1 July 2021 – 31 December 2021

Product/Service Grouping

Provision (at reporting period end date)

Intermediation (within the reporting period)

Number of complaints opened

Number of complaints closed

% closed within 3 days

% closed after 3 days but within 8 weeks

% upheld

Main cause of complaints opened

Banking and credit cards

6.8 per 1,000 accounts

N/A

784

684

19%

81%

72.7%

General admin/customer service

Home finance

1.67 per 1,000 balances outstanding

N/A

4

3

0%

67%

100%

General admin/customer service

Credit related

N/A

N/A

1

1

100%

N/A

Insurance and pure protection*

N/A

N/A

N/A

N/A

N/A

N/A

N/A

N/A

Decumulation and pensions*

N/A

N/A

N/A

N/A

N/A

N/A

N/A

N/A

Investments*

N/A

N/A

N/A

N/A

N/A

N/A

N/A

N/A

Total

N/A

N/A

789

688

N/A

N/A

N/A

N/A

Firm name: Cynergy Bank Limited
Period covered: 1 January 2021 – 30 June 2021

Product/Service Grouping

Provision (at reporting period end date)

Intermediation (within the reporting period)

Number of complaints opened

Number of complaints closed

% closed within 3 days

% closed after 3 days but within 8 weeks

% upheld

Main cause of complaints opened

Banking and credit cards

8.97 per 1,000 accounts

N/A

974

974

42.9%

56.8%

56.7%

General admin/customer service

Home finance

4.19 per 1,000 balances outstanding

N/A

10

10

70%

30%

50%

Information, sums/

charges or product performance

Credit related

N/A

N/A

2

2

N/A

N/A

100%

N/A

Insurance and pure protection*

N/A

N/A

N/A

N/A

N/A

N/A

N/A

Advising, selling and arranging

Decumulation and pensions*

N/A

N/A

N/A

N/A

N/A

N/A

N/A

N/A

Investments*

N/A

N/A

N/A

N/A

N/A

N/A

N/A

N/A

Total

N/A

N/A

986

986

N/A

N/A

N/A

N/A

Firm name: Cynergy Bank Limited
Period covered: 1 January 2020 – 30 June 2020

Product/Service Grouping

Provision (at reporting period end date)

Intermediation (within the reporting period)

Number of complaints opened

Number of complaints closed

% closed within 3 days

% closed after 3 days but within 8 weeks

% upheld

Main cause of complaints opened

Banking and credit cards

12.40 per 1,000 accounts

N/A

1,320

1,239

37.5%

61.4%

65%

General admin/customer service

Home finance

7.59 per 1,000 balances outstanding

N/A

19

17

23.5%

76.5%

52.9%

Information, sums/

charges or product performance

Credit related

N/A

N/A

15

12

N/A

N/A

50%

0%

Insurance and pure protection*

N/A

N/A

N/A

N/A

N/A

N/A

N/A

Advising, selling and arranging

Decumulation and pensions*

N/A

N/A

N/A

N/A

N/A

N/A

N/A

N/A

Investments*

N/A

N/A

N/A

N/A

N/A

N/A

N/A

N/A

Total

N/A

N/A

1,354

1,268

N/A

N/A

N/A

N/A

Firm name: Cynergy Bank Limited
Period covered: 1 July 2019 – 31 December 2019

Product/Service Grouping

Provision (at reporting period end date)

Intermediation (within the reporting period)

Number of complaints opened

Number of complaints closed

% closed within 3 days

% closed after 3 days but within 8 weeks

% upheld

Main cause of complaints opened

Banking and credit cards

4.54 per 1,000 accounts

N/A

518

497

64.4%

35%

64%

General admin/customer service

Home finance

3.92 per 1,000 balances outstanding

N/A

9

8

25%

75%

12.5%

Information, sums/

charges or product performance

Credit related

N/A

N/A

8

4

0%

0%

Insurance and pure protection*

N/A

N/A

28

28

75%

25%

0%

Advising, selling and arranging

Decumulation and pensions*

N/A

N/A

N/A

N/A

N/A

N/A

N/A

N/A

Investments*

N/A

N/A

N/A

N/A

N/A

N/A

N/A

N/A

Total

N/A

N/A

563

537

N/A

N/A

N/A

N/A

*Cynergy Bank Limited does not have any products or services in these categories.

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Email us

using our online form.

Phone us

0345 850 5555 (or +44 (0) 20 3375 6422 if you're calling from outside the UK)

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Contact us

Telephone
0345 850 5555 or +44 20 3375 6422 (if calling from abroad)
Calls may be recorded for monitoring and training.

Customer Service telephone opening hours
8.00am – 7.00pm Monday to Friday
9.00am – 5.00pm Saturdays, Sundays and Bank Holidays

Email us (via our online form)
Click here for our online form

Modern Slavery Statement

Read our statement, financial year ending 2023

Cynergy Bank plc. Registered in England and Wales: 04728421.
Registered office: 4th Floor, One New Change, London EC4M 9AF.
Correspondence address: PO Box 80030, London EC4P 4NG.

Cynergy Bank plc is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Asset Based Lending is exempt from regulation by the Financial Conduct Authority and the Prudential Regulation Authority. Our main business is the provision of financial services under registration number no. 575105. Cynergy Bank and the curve logo are registered trademarks.

Eligible deposits with Cynergy Bank plc are protected up to a total of £85,000 by the Financial Services Compensation Scheme, the UK’s deposit guarantee scheme. Any deposits you hold above the protected limit are unlikely to be covered. Further information is available here or at https://www.fscs.org.uk/ .

For free and impartial advice, set up by the government, click here .

Cynergy Bank plc is a member of UK Finance and subscribes to the Standards of Lending Practice published by the Lending Standards Board which covers good practice in relation to loans, overdrafts and other types of lending that we do not currently offer.

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