COMPLAINTS

Shawbrook Bank is committed to providing quality service. If you are unhappy with our service in any way please contact us. A leaflet is available which provides details of our customer complaints procedure, this will be sent to you on request or if you make a complaint.

Your opinion is greatly valued and we take all complaints very seriously, if something has gone wrong we will do whatever we can to put it right.

Should you have a complaint, or if you are dissatisfied in any way please complete our online form.

Alternatively you can email us at compliance@shawbrook.co.uk or write to us at the following address:

Compliance Department
Shawbrook Bank Limited
Lutea House
Warley Hill Business Park
The Drive, Great Warley
Brentwood
Essex
CM13 3BE 

You have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date of your final response letter.

If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances. 

Further information can be found at:
www.financial-ombudsman.org.uk/consumer/complaints.htm

Online Dispute Resolution
The European Commission also provides an on-line dispute resolution (ODR) platform which allows consumers to submit their complaint through a central site which will forward the complaint to the right Alternative Dispute Resolution scheme. In relation to Shawbrook Bank this is Financial Ombudsman Service and you contact them directly using the contact details above. For more information about ODR please visit http://ec.europa.eu/odr

Customer Complaints
Click below for the customer complaints data for Shawbrook Bank Limited:
For the reporting period 1 Janurary 2016 to 30 June 2016
For the reporting period 1 July 2015 to 31 December 2015