| Northern Bank is committed to providing a high standard of Customer Support. However, if you are not satisfied with any aspect of our services, internal complaint handling procedures are in place to deal with your concerns properly and effectively.
If you wish to register a complaint, please follow the steps below. Please provide as much relevant information as possible, including your account details, the branch or business area involved, a summary of your complaint and any actions already taken to address the issue.
Step 1
- Please refer your complaint to the original point of contact. Alternatively contact your branch manager, relationship manager or call centre supervisor. Your complaint will be investigated and will try to resolve the matter to your satisfaction by the close of that same working day. It we are unable to do so we will send you either an acknowledgement letter or a written response addressing the matters you have raised within five working days of receipt of your complaint."
Step 2
- If you are still dissatisfied with the response from your branch or relationship manager, you may refer your complaint to our Service Recovery Manager at the following address:
The Manager
Northern Bank Limited
Service Recovery
Donegall Square West
Belfast BT1 6JS
Telephone: 02890245277*
- Once your complaint has been fully investigated, the Service Recovery Manager will issue a final response letter. This letter will confirm the outcome of the final investigation.
- If the Service Recovery Manager has been unable to issue a final response letter to you within four weeks of receipt, a progress report will be issued informing you of the status of the investigations. If the Service Recovery Manager has been unable to issue a final response letter to you within eight weeks of the Bank’s first receiving your complaint, a further progress report will be issued. At this point, we will also inform you that, if you are dissatisfied with the delay, you may refer your complaint to the Financial Ombudsman Service.
Step 3
- Our aim is always to resolve complaints to the satisfaction of our customers. However, in the unlikely event that you disagree with the decision we have made, you may refer the matter to the Financial Ombudsman Service:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
Telephone: 0845 080 1800
Fax: 020 7964 1001
- It is recommended that you refer your complaint to the Financial Ombudsman Service within six months of our final response.
*This line is open between 9am and 5pm five days a week. For security purposes and to improve our services, calls to this number may be recorded or monitored. | | |