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 PO Box 116 Skipton BD23 9FF	0330 159 6615 8.30am - 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 cases where we have not fully responded to your complaint already, we will acknowledge your complaint within five working days.

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: 0800 023 4567 / 0300 123 9123
Calls using Relay UK: (18002) 020 7964 1000
From outside the UK: +44 20 7964 0500
Email: [email protected]
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.

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YOUR HOME MAY BE REPOSSESSED IF YOU DO NOT KEEP UP REPAYMENTS ON A MORTGAGE OR ANY OTHER DEBT SECURED ON IT.

*Calls may be recorded for monitoring and training purposes. Charges for calling 03 numbers are the same as for calls made to standard UK landline phone numbers starting 01 or 02 and are also included in bundled minutes and unlimited call packages.

Whistletree is a trading name of TSB Bank plc. TSB Bank plc. Registered Office: Henry Duncan House, 120 George Street, Edinburgh EH2 4LH. Registered in Scotland No. SC95237. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under registration number 191240. TSB Bank plc is covered by the Financial Ombudsman Service.

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Using this online form

Please ensure you complete all sections accurately to help us process your form as quickly as possible. We may not be able to process your request if the form is incomplete or contains errors.

You can find details of your account number and normal monthly payment date on your annual mortgage statement. We also include account numbers on most letters that we send to customers.

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