Let’s work it out…
What to do if you have a concern about our products or services
Give us the opportunity to put things right
At Alliance & Leicester we’ll do all we can to provide the best service possible. But at the same time we appreciate that there may be times when you feel that we haven’t quite lived up to your expectations.
If you are not happy about any part of our service we’d like to know. That way we can do something about it and use your feedback to improve the service we provide to all our customers.
Whatever your concern, let’s work it out together.
Step 1 – Tell us about your concern
To help you, we want to deal with any concerns or suggestions you may have as quickly as possible. So, if there is something we are not doing as well as you would want or expect, please tell us.
- Call into any of our branches
- Phone - 0844 5619790† - 24 hours a day, 7 days a week
- Write to us at Let’s Work it Out, Alliance & Leicester plc, Carlton Park, Narborough, Leicestershire, LE19 0AL
We will aim to sort out your concern immediately. If we can’t, we will aim to sort it out by the end of the next working day.
To help us please make sure you have your account and personal details available.
Step 2 – If we have not resolved your concern at Step 1
If we are unable to resolve your concern immediately or you remain dissatisfied for any reason, we will refer your enquiry to our Group Customer Relations team for further investigation or if you prefer, you can contact the team direct.
They will also try to deal with your concern immediately. If, however, we need a little longer a manager will write to you within 5 working days acknowledging your concern and provide their contact details. This manager will keep you informed throughout the investigation and on completion will provide you with a written response.
Should you still remain dissatisfied a Senior Manager will be asked to review your case and provide a final written response.
Step 3 – What to do if you feel we have not dealt with your concern satisfactorily
If our final response fails to satisfy you, or it has been over eight weeks since you contacted us, you can ask the Financial Ombudsman Service to look into the matter for you.
This is the free independent and impartial service for resolving disputes between Banks and their customers.
The Financial Ombudsman Service will only be able to help once we have had the chance to explore all options, so please ensure that we have been given enough of an opportunity to resolve the matter first.
Copies of our complaints procedure are also available in large print, Braille or audio.
Calls are recorded and may be monitored for security, quality control and training purposes.
†Calls cost 6p plus 5p a minute from a BT landline. Mobile and other providers’ charges may be different.
††Calls cost 6p plus 2p a minute from a BT Together landline. Mobile and other providers’ charges may be different.