Complaints Policy

How to Complain

You may put your complaint to us by e-mail, letter or by telephone. It will be helpful if you quote your agreement or account number and supply us with as much relevant information as possible. If, after talking to our staff you are still concerned, we would appreciate if you confirm the details of your complaint in writing. We will not charge you at any stage for dealing with your complaint.  

You may notify us by telephone in the first instance on 01256 581000.

You can contact us by email at  info@conister.co.uk.

You can write to at the following address:

Conister Bank Limited, Fourth Floor East, Matrix House, Basing View, Basingstoke, Hampshire, RG21 4FF.

 

We will confirm receipt of your complaint in writing within 5 working days.

Who will deal with my complaint?

Your complaint will be investigated by an independent member of staff whose responsibility will be to deal with the problems you are experiencing, fairly.

How long will it take for my complaint to be dealt with?

We always try to reach an equitable solution as quickly as possible, and will endeavour to have your complaint resolved within 5 working days from the date your complaint was received. Some complaints may be more complex than others and therefore, may take us longer to investigate. Either way, we will write to you within four weeks from receipt of your complaint with either a response letter or a letter updating you that the investigation of your complaint will take a bit longer. We will also explain the reasons for any delay and will provide you with an expected response date.

Responding to your complaint

Once we have fully investigated your complaint we will write to you with our final response. This should not take longer than 8 weeks from the date your complaint was received.

What if I am not satisfied with your response?

If, at any time, you are unhappy with our handling or our response to your complaint, or in the unlikely event that we have been unable to resolve your complaint within 8 weeks of our receiving it, you have the right to refer the matter to the Financial Ombudsman Service. Please refer below for details of the Financial Ombudsman Service in the UK.

Who can use the Ombudsman Service?

An individual customer, or joint customer, of a financial business that provided service or products in the UK. Individuals who act as personal guarantors for loans to businesses they’re involved in. Customers may also ask someone on their behalf to submit a complaint. 

Only certain companies are eligible to use the UK Financial Ombudsman Service, these include:

• Micro Enterprises with an annual turnover or balance sheet that does not exceed €2 million, and have fewer than 10 employees.
• A small or medium sized business with an annual turnover of no more than £6.5 million and have fewer than 50 employees.
• A charity with an annual income of less than £6.5 million.
• A trust that has a net asset value of less than £5 million.

The UK Financial Ombudsman Service

Not all customers may refer their complaints to the UK Financial Ombudsman Service. The Scheme was established in 2000 to provide customers of UK-based financial institutions with a free, independent dispute resolution service.

Further information about this service and eligibility criteria can be found from the below:

Financial Ombudsman Service
Exchange Tower
Harbour Exchange
London
E14 9SR

Helpline: 0800 023 4567
Website: www.financial-ombudsman.org.uk

Other ways to get in touch:

0300 123 9 123 – Calls to this number cost no more than calls to 01 and 02 numbers.

(18002) 020 7964 1000 – Calls using next generation text relay.

+44 20 7964 0500 – Call this number if you’re calling from abroad. 

020 7964 1000 – Telephone Number

020 7964 1001 – Fax number