Welcome to Whistletree

About us

Let us introduce ourselves

Hello and welcome to Whistletree. On 2 May 2017 we became the new managers of your Airdrie Savings Bank account, which includes your mortgage or loan, or even both. You should have received a letter from Airdrie Savings Bank to tell you about this and will also receive a letter from Whistletree letting you know about a few things that have changed in relation to your account. Depending on how you make your monthly payments you may also need to take some actions.

Please see our FAQs page for the answers to some questions you may have in relation to your account.

Whistletree is a trading name of TSB Bank plc. We'll be providing a safe home for your account.

We're really pleased to have you on board.

We're here if you need us

We know financial matters can be a little daunting, but we're here to provide you with the support and information you need. We hope you'll find everything you're looking for, but if you would like a helping hand, please get in touch.

Contact information

If you have any questions in relation to your Whistletree account, please contact us as set out below:

Personal Customers

0345 111 0325*, 9:00am to 5:00pm Monday to Friday

Commercial Customers

0345 835 3858*, 8:30am to 6:00pm Monday to Friday

Other Helpful Information

This website contains some further information that may be useful to you in managing your account. Please note that not all of the content of the website is relevant to customers who have transferred from Airdrie Savings Bank as your products will be different from those held by our existing customers.

Customers coming from Airdrie Savings Bank are also being managed by a dedicated Whistletree team and you should therefore contact us using the details set out above rather than any other numbers shown in other parts of the website. If you have any questions please get in touch using the contact details above.

Helpful Tools

We have a number of mortgage tools and calculators to illustrate and help you understand the options available to you.

If you are unsure about how to use any of the tools please view the full explanatory text on the relevant pages or contact us using the details set out above.

Personal Support

 We understand that life can have its ups and downs. So if circumstances mean you could use some help right now, we’ll do whatever we can to provide it. Please see our Personal Support page for some information that may be helpful for you.

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 following ways:

Write directly to us:                      Call us:

Whistletree                                     Personal Customers                               Commercial Customers
Gateway House
Gargrave Road                              0345 111 0325*                                          0345 835 3858*
Skipton                                            9:00am to 5:00pm Monday to Friday      8:30am to 6:00pm Monday to Friday
BD23 1UD

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