Tracking complaints

The number of customer complaints we receive, and how we deal with them, is recorded and published regularly. This is our latest data published on 30 August 2016. Complaints data is also published by our regulator, the Financial Conduct Authority (FCA).

We're committed to providing the best possible service but, with over 15 million customers and members, things may sometimes go wrong. When this happens we always aim to investigate and resolve complaints rapidly, and to our customer's satisfaction.

Having trouble viewing this content?

Please ensure that you have javascript turned on and are using a recent version of your browser.

Alternatively you can view the data in tabular format.

Resolving disputes

We've a strong record for judging complaints fairly. This is based on the regular reports from the Financial Ombudsman Service

See how we compare

Measuring satisfaction

What do you think of our service? We regularly ask customers how we’re doing.

See Service Tracker

Your questions answered

We openly discuss issues which directly affect you. Here, our Directors have responded to some of your questions

Read our responses