Our complaints procedure
One of our complaint handlers will make sure that your complaint is fully investigated and try to deal with the matter in a way you are satisfied with. We will deal with all complaints promptly and impartially (that is, in a fair and unbiased way).
We will try to resolve your complaint by the close of business on the third business day after receipt of the complaint. If your complaint is resolved within three business days you will receive a ‘summary resolution communication’ from us. The summary resolution communication will be in writing and will:
- tell you that we consider your complaint has been resolved; or
- give you information about referring your complaint to the Financial Ombudsman Service if you are dissatisfied.
If we have not resolved your complaint by the close of business on the third business day after we receive your complaint, we will send you a letter acknowledging your complaint. This letter may also include our final response to your complaint. If we need more time to investigate your complaint, we will keep you informed of the steps we are taking to deal with it.
If your complaint is in relation to a payment service within 15 business days (or in exceptional circumstances by the end of 35 business days) and in all other cases, within eight weeks of receiving your complaint we will send you a letter explaining:
- our final response; or
- why we cannot provide a final response yet, and when we expect to be able to do this.
We always aim to deal with complaints in a way you are satisfied with. However, if you are not satisfied with the summary resolution communication or the final or written response you receive from us you may be able to refer your complaint to the Financial Ombudsman Service (FOS).
You should send your complaint to:
Financial Ombudsman Service
You must normally refer the complaint to them within six months of the date of our final response.
The Financial Ombudsman Service can help with complaints about most financial problems involving products and services provided in, or from, the UK, however, some restrictions apply.
If your complaint is in relation to our products and services you applied for online from 15 February 2016, you can also access the Financial Ombudsman Service by using the Online Dispute Resolution Platform (ODR Platform)if you are not satisfied with the response you receive from us. The ODR platform is an official website managed by the European Commission to help consumers who have bought products or services online to resolve their disputes. The ODR platform will send your complaint to the Financial Ombudsman Service and therefore you may prefer to contact us or the Financial Ombudsman Service directly in the first instance about your complaint using the contact details noted above.
The ODR platform can be accessed using the following link: http://ec.europa.eu/odr.
You may find the following information helpful when completing the ODR complaint form:
- Our name: Danske Bank
- Our email: firstname.lastname@example.org
- Our website address: www.danskebank.co.uk
- Our geographic address: United Kingdom
If you have a complaint relating to invoice-finance agreements, please visit our Invoice finance page for further information.
If you are a Corporate Opt-out Customer [see footnote] you are not eligible to refer your complaint to FOS. If you cease to be a Corporate Opt-out Customer you may be able to refer your complaint to FOS. We will have told you whether you are a Corporate Opt-out Customer either prior to 1 November 2009 or when you opened your account [if later than 1 November 2009].
Payment Services Regulations
You will also be able to contact the Financial Conduct Authority (FCA) or the Payment Systems Regulator (PSR) if you think that we may have broken the Payment Services Regulations 2017.
You can contact the FCA by writing to:
Financial Conduct Authority
25 The North Colonnade
You can contact the PSR by writing to:
Payments Systems Regulator
25 The North Colonnade
The FCA and the PSR will use this information to inform their regulatory activities. More information can be found on the PSR factsheet.
If any part of your complaint relates to a product another company has provided (for example, an insurance product), we will send that part of your complaint to that company. We will do so promptly. We will also give you a final response to explain why we have sent that part of your complaint to the other company, and that company’s contact details.
A Corporate Opt-out Customer is a customer who is not a consumer, a micro-enterprise or a charity with a yearly income of less than £1,000,000 (one million pounds sterling). A micro-enterprise is a business or company that employs fewer than 10 people and whose yearly turnover or yearly balance sheet total (or both) is no more than €2,000,000 (two million euro). For full details of the definition, see the Commission Recommendation 2003/361/EC. This is available on the European Commission’s website.