Complaints Procedure
Our priority is to provide you with a high level of customer service. If you have a complaint please let us know and we’ll try to provide a solution as quickly as possible.
If we’re unable to resolve your complaint to your satisfaction, your information will then be forwarded to our Customer Experience Team to review as a formal complaint and a full investigation will take place.
If you remain unhappy, you also have the option to contact the Financial Ombudsman Service. You have six months from the date of our final response letter to contact the Financial Ombudsman.
How to contact us about your complaint
Mortgage customers:
SWB.completedmortgages@scottishwidows.co.uk
Savings customers:
SWB.deposits@scottishwidows.co.uk
New customers applying for a savings account:
SWB.newdepositaccounts@scottishwidows.co.uk
General complaints:
SWBMarketing@scottishwidows.co.uk
If you send us emails, such as from your personal account, then remember that the message may not be secure and there is a risk that it could be intercepted. If you choose to send an “insecure” email, please keep the amount of confidential information you include to a minimum.
Phone / Fax
You can also contact us using these telephone numbers. Our lines are open weekdays from 8am to 6pm (Wednesdays from 10am).
UK callers: 0845 845 0829
International callers: 00 44 131 655 2000
Fax: 0845 846 0829
Write to us
Scottish Widows Bank
PO Box 12757
67 Morrison Street
Edinburgh
EH3 8YJ
The Financial Ombudsman Service
The Financial Ombudsman Service provides consumers with a free independent service to help settle individual disputes with financial firms.
They can consider complaints about a wide range of financial matters — from insurance and mortgages to savings and investments.
The Financial Ombudsman Service will only consider your complaint once you have tried to resolve it with Scottish Widows Bank, so please contact us in the first instance.
If you want to write, the address is:
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
You can telephone them on: 0845 080 1800
Email to: complaint.info@financial-ombudsman.org.uk
Visit their website at: www.financial-ombudsman.org.uk
Contract Rights
This contract is between the applicant(s) and Scottish Widows Bank plc. The Terms of the Contracts (Rights of Third Parties) Act 1999 and any other legal third party rights are specifically excluded. This means that only the parties to the contract (or their legal successor(s), assignee(s) or other security holders) may have contractual rights.
General
Our deposit accounts and mortgages may also be available to non-UK residents although we will normally require the applicant to have an existing UK bank account and provide us with suitable means of identification. For further details please contact our customer service staff on 0845 845 0829, 8am to 6pm weekdays (from 10am Wednesdays).
This website and any contract or legal agreement entered into or any dispute arising from this website shall be governed in accordance with the Laws of Scotland and shall be subject to the jurisdiction of the Scottish Courts.
Mortgages
Mortgages are available only to people aged over 21. All credit facilities are subject to status and validation. For mortgages we require security over the property. We strongly recommend that a suitable life policy/repayment vehicle be arranged by the applicant. Buildings Insurance for the reinstatement value will also be required. Full details and written quotations are available from Scottish Widows Bank plc, PO Box 12757, 67 Morrison Street, Edinburgh, EH3 8YJ. For your added security and to assist us in improving our service to you, telephone calls may be recorded or monitored. Recordings are retained for a short period of time only and are kept strictly confidential.
YOUR HOME MAY BE REPOSSESSED IF YOU DO NOT KEEP UP REPAYMENTS ON YOUR MORTGAGE
Deposits — Financial Services Compensation Scheme
Important information about compensation arrangements
We are covered by the Financial Services Compensation Scheme (FSCS). The FSCS can pay compensation to depositors if a bank is unable to meet its financial obligations. Most depositors – including most individuals and small businesses – are covered by the scheme.
In respect of deposits, an eligible depositor is entitled to claim up to £85,000. For joint accounts each account holder is treated as having a claim in respect of their share so, for a joint account held by two eligible depositors, the maximum amount that could be claimed would be £85,000 each (making a total of £170,000). The £85,000 limit relates to the combined amount in all the eligible depositor’s accounts with the bank including their share of any joint account, and not to each separate account.
For further information about the scheme (including the amounts covered and eligibility to claim) please call us on 0845 845 0829, refer to the FSCS website www.fscs.org.uk or call 020 7741 4100 or 0800 678 1100.
Financial Services Authority
Scottish Widows Bank plc is authorised and regulated
by the Financial Services Authority. Our FSA register number is 201601.
Confirmation can be obtained by visiting the Financial Services Authority
website at: www.fsa.gov.uk/register.