At Gatehouse Bank we pride ourselves on putting customers first and we do everything we can to make sure you get the best possible service. However, sometimes we do not get things right first time. If you are not completely happy with our service, we would like to hear about it so we can do something to put it right. As part of this commitment we endeavour to act on all complaints and handle them in a timely, fair and consistent manner.

How to complain in the first instance

You can either call us, email us or write to us. We’ll need to know:

• Exactly what’s gone wrong, and how and when it happened

• Anything specific you’d like us to do to put things right

• Your name, address, and contact phone number


Our contact details

Savings customers:

By post:

Gatehouse Bank, PO Box 861, Wallsend, NE28 5BP

By telephone:

0345 600 3350

By email:

info@gatehousebanksavings.com

All other customers:

By post:

14 Grosvenor Street
London, W1K 4PS

By telephone:

London Head Office +44 (0)20 7070 6000

By email:
complaints@gatehousebank.com

Resolving your complaint

  1. We will always try to resolve your concerns there and then. If we are able to do this straight away, and to your satisfaction, we will send you a summary resolution confirming this.
  2. If this is not possible, we will send you a prompt written acknowledgement to advise you that we have received the complaint and are dealing with it.
  3. In the event that you are not satisfied with our final response or 8 weeks have passed since your complaint was first raised, then you have the right to refer your complaint to the Financial Ombudsman Service (FOS). Referrals to FOS are free of charge, but must be referred to FOS within 6 months from the date of our final response to you.

The Financial Ombudsman Service

By post:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

By telephone:

0800 023 4567

By email:
complaint.info@financial-ombudsman.org.uk
Website:
http://www.financial-ombudsman.org.uk/