Complaints

How We Handle Complaints

We’re committed to providing products and services of the very highest standards. If you feel that we haven’t lived up to your expectations in any way, or you are concerned about how we’ve handled your personal information, we’d like to know so we can put things right for you.

If you have a complaint, make sure you contact the bank about it and tell us how you think it could be resolved.

Our Commitment

  • When you raise a complaint, we will: treat your complaints fairly, promptly and in line with our regulatory obligations;
  • try to resolve your complaints as soon as possible – in many cases straight away, when you first contact us;
  • acknowledge your complaint within 5 business days at the latest if it has not been resolved sooner;
  • respond to you in writing once our investigations are complete if we have not been able to resolve your query when you first contact us
  • keep you informed of our progress and provide an estimated resolution timescale; and
  • Provide a clear written outcome once our investigation is complete.

How to Contact Us

You can make a complaint using any of the following channels:

  • Phone: Call us on 0330 380 1181. You will not be charged more than the basic rate for call to this number. We are available from 9am to 5pm Monday to Friday (We are closed on all UK public and bank holidays).
  • Email: Raise your complaint by emailing [email protected] or write to:.
  • Post: OakNorth Bank plc, Ship Canal House, 98 King Street, Manchester, M2 4WU

What Happens Next

  1. Information we may need

To investigate your complaint, we may ask for relevant details and evidence, such as dates, correspondence, screenshots, transaction details or other supporting documents. We may also ask for proof of identity, such as a passport, driving licence or other accepted ID. If you complain on someone else’s behalf, we may need proof of authority, such as their written consent, a power of attorney, deputyship order, grant of probate or letters of administration.

  1. Investigation
    1. We will investigate thoroughly, reviewing all relevant facts, documents, and policies.
    2. We may contact you for additional information or clarification.
    3. We will keep you updated on progress and give an estimated resolution timeframe.
  1. Outcome
    1. We’ll do all we can to resolve your complaint by the end of the third business day, calculated from the business day after the date of receipt of your complaint. If we can’t do this, we will keep you informed on the progress of our investigations, and will let you know when you can expect a full response. We’ll also let you know the name and contact details of the person dealing with your case.
    2. If we haven’t issued our response within 35 business days for complaints about payment services related to business current accounts or eight weeks for all other complaints, from the date you first raised your complaint, or if you’re dissatisfied with our response, you can ask the Financial Ombudsman Service for an independent review within 6 months of our final response letter. If your complaint is about data protection and personal information, you may raise the matter to the Information Commissioner’s Office. The Financial Ombudsman Service and Information Commissioner’s Office will only consider your complaint once you’ve tried to resolve it with us, so please take up your concerns with us first and we’ll do all we can to help.
    3. If your complaint relates to how we have handled your personal data or your data protection rights, and you are not satisfied with our response, you may raise your concern with the Information Commissioner’s Office. The ICO will usually expect you to have contacted us first, so we encourage you to get in touch and give us the opportunity to resolve your concern.
    4. If you have an open complaint that we are already investigating and wish to inform us of any other point(s) or matter(s) that you wish to raise a complaint about, these may be added to the already open complaint.
    5. Once our investigation is complete, we will provide you with a written response without undue delay.

Escalating your Complaint

If you are not satisfied with our final response, you may escalate your complaint to the appropriate body as mentioned below.

Financial Ombudsman Service – Contact details

  • Call 0800 023 4567, which is normally free for people ringing from a “fixed line” phone – but charges may apply if you call from a mobile phone.
  • Call (18002) 020 7964 1000, if using Relay UK.
  • Call 0300 123 9123, charged at the same rate as 01 or 02 numbers on mobile phone tariffs.
  • Call +44 20 7964 0500: if you’re outside the UK.
  • Email: [email protected]
  • Write to: Financial Ombudsman Service, Exchange Tower, London, E14 9SR.

Information Commissioner – Contact details

You have the right to complain to the Information Commissioner’s Office Make a complaint about data protection and personal information | ICO