WE CAN HELP

At St. James’s Place Bank, we aim to provide you with the highest standards of service, however, there may be an occasion when you feel you have cause for complaint. If so, our staff will do all they can to resolve the problem 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 0207 676 1000.

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:

For matters relating to Halifax General Insurance Services Limited:

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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