Let’s work it out…

What to do if you have a complaint 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 complaint, let’s work it out together.

To help you, we want to deal with any complaints 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 561 9790^†. We are available Monday to Saturday between 7am and 11pm and Sunday between 8am and 10pm.
Online either by:
Logging into your internet banking and posting a secure message. This means we can then respond directly back to you via a secure message onto your Internet Banking site.
Or if you do not have access to Internet Banking you can use this Please note for security purposes we will not respond to you via email if you use this form. Instead please provide a telephone number so that we can contact you to discuss our resolution to your complaint.
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 complaint 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.

We promise to do everything we possibly can to resolve your complaint as soon as we receive it whether it’s face to face with one of our branch staff, over the phone or in writing.
However if we cannot do this as we need more time to investigate your complaint we will try to provide a full reply in a couple of days. If this is not possible we will then write to you promptly to tell you who is dealing with your complaint.
We will also keep you updated on our progress throughout our investigation of your complaint.

Should you still remain dissatisfied you can contact us again using the contact details above and a Senior Manager will be asked to review your case and provide a final written response.

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.

Write to the Financial Ombudsman at: Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR
Phone the Financial Ombudsman on;
0800 0 234 567
free for people phoning from a "fixed line" (for example, a landline at home)
0300 123 9 123
free for mobile-phone users who pay a monthly charge for calls to numbers starting 01 or 02
Email: complaint.info@financial-ombudsman.org.uk
Web: www.financial-ombudsman.org.uk

As part of our ongoing commitment to keeping our customers informed, Santander now publishes the number of complaints it has reported to the Financial Services Authority. This information relates to Santander UK plc, including Alliance & Leicester, and can be viewed by clicking on the Complaints Data link.

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.