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:
  • Within UK: 0345 600 3350 (Mon-Fri, 9am-5pm)
  • Outside UK: +44 191 295 7762 (Mon-Fri, 9am-5pm UK time)
By email:

info@gatehousebanksavings.com

All other customers:

By post:

The Helicon, One South Place,
London, EC2M 2RB

By telephone:
  • Within UK: 08000 353 253 (Mon-Fri, 9am-5pm)
  • Outside UK: +44 20 7070 6960 (Mon-Fri, 9am-5pm UK time)
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, and your complaint relates to an HPP product, then you have the right to refer your complaint to the Financial Ombudsman Service (FOS). If your complaint relates to a BTL product then you have the right to consult independent legal advice. 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/