Complaints

We are 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 take all complaints seriously. Many issues can be dealt with straight away, but some do take a little time to investigate thoroughly. If this happens, we will get a specialist from our Customer Services team to resolve the issue. The Financial Conduct Authority (FCA) gives us eight weeks to resolve complaints - though we will aim to get your complaint resolved well before this deadline.

You can contact us in the follow ways:

Write directly to us: Call us:
Whistletree
PO Box 655
Durham
DH1 9LX
0330 159 6615
8.30am and 6pm Monday to Friday

Please note - if you have a general query please use the numbers found on the contact us page.

How will my complaint be dealt with?

We deal with complaints as quickly as possible. In all cases we will acknowledge your complaint within five working days. However, if the complaint is dealt with by the end of the third business day following the day of receipt, there will be no acknowledgement. We will aim to resolve your complaint within eight weeks, keeping you informed of progress. If there is any reason for a delay in responding, we will let you know.

What information do I need to provide?

In order to help us deal with your complaint please provide us with your account details (if you have them), up to date contact information and as much documentation as possible that supports your complaint.

What if we can’t find a solution together?

Whistletree, a trading name of TSB Bank plc is covered by the Financial Ombudsman Service, which offers an independent review service. So if you're still not happy after we've tried to put things right, you can ask the Ombudsman to look at your case for free.

They can be contacted at:

The Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Phone: 0300 123 9 123
From outside the UK: +44 20 7964 1000
Email: complaint.info@financial-ombudsman.org.uk
For more information, visit: www.financial-ombudsman.org.uk

How do I complain about PPI?

Secured loans
This type of PPI policy was offered via Northern Rock with any mortgage (or secured loan) until June 2009. These policies were optional, so some mortgage customers will not have purchased one, or could have taken out a policy with another provider.

If you took out PPI with your secured loan (mortgage) it will continue to be provided by Cardif Pinnacle and will not be affected by the move to Whistletree.

If you have any questions or complaints relating to your secured loan, more detail can be found on the NRAM website.

Unsecured loans
This type of PPI policy was offered via Northern Rock with any unsecured personal loan until 18 March 2008. These policies were optional, and were designed to cover the customer's loan repayments during difficult times (i.e. sickness or unemployment).

If you took out PPI with your unsecured loan it will continue to be provided by Cardif Pinnacle and will not be affected by the move to Whistletree.

If you have any questions or complaints relating to your unsecured loan, more detail can be found on the NRAM website.