WE CAN HELP

At St. James’s Place Bank, we aim to provide you with the highest standards of service. However, sometimes things can, and do, go wrong and when this happens we encourage you to tell us about it so we can aim to put things right. Our staff will do all they can to resolve any problems and ensure that you receive a quick and fair response to any complaints you may have. Our procedures meet the standards set by the Financial Services Authority (FSA). The FSA have published consumer guidance on how to make a complaint. Copies can be downloaded from the FSA website. Or you can contact them on 0300 500 5000.

Complaints Data

We are committed to transparency and publish details of the complaints data we last reported to the Financial Services Authority. View the complaints data for firms associated with St. James’s Place Bank.

Telephone

Our Administration Centre staff are available to speak to you seven days a week on 0845 602 6200. Most clients' concerns can be resolved by our staff, who will do all they can to help. If they are unable to do so the complaint will be passed to a specialist team for investigation.

Post

If you prefer, write to us at:

St. James’s Place Bank
Client Relations
P.O. Box 17317
Edinburgh
EH12 1AZ

Investigating complaints

Our complaints procedure is designed to ensure that each complaint is dealt with fairly and to your satisfaction. We aim to resolve your complaint within 48 hours, however if we are unable to do so we will send an acknowledgement letter within 5 working days of your complaint being received. If our investigations are not completed within 3 weeks, we will confirm by letter the reasons for the delay.

If our investigations have not been completed within 8 weeks, we will outline our findings to you by letter, explain why we have been unable to resolve the issue and highlight your referral rights to the Financial Ombudsman Service.

We will be pleased to deal with all your concerns, however if your complaint relates to additional services offered to you via a third party, you may wish to contact them directly.

For matters relating to Pinnacle Insurance plc (existing clients only):

For matters relating to Halifax General Insurance Services Limited (existing clients only):

Payment Protection Insurance Complaints

If you have already made a complaint to us you do not need to do anything. We will be in touch as soon as we have an update on your case.

If you have a concern about how your PPI Policy was sold, it's easy for you to contact us directly so you don’t need to use a Claims Management Company (CMC) who will typically charge an upfront fee or take a proportion of any compensation you may be due. We assess complaints sent directly to us in exactly the same way that we treat complaints from a Claims Management Company, so by coming direct you will not be disadvantaged.

How to make a complaint and PPI Q&As.

Referral to an Ombudsman

We are committed to resolving complaints whenever possible through our complaints procedure. If we are unable to resolve your complaint we will provide you with details of how to refer your complaint to the Financial Ombudsman Service. The Financial Ombudsman Service is an independent service for consumers with unresolved complaints about financial firms and offers a flexible and informal dispute resolution service.

You can contact them on:

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