Customer Care

How to complain

Overview

We strive to give you the highest standards of products and services. We understand that things don’t always go to plan, and there may be times when we don’t live up to your expectations. If this happens, we want you to tell us. We’ll do our very best to put things right, as quickly as possible and to your satisfaction.
  
We hope to resolve issues as soon as we know about them. However, if you feel we haven’t achieved this, we have clear and simple procedures in place to make sure we handle your case fairly, sensitively and in line with requirements set by the Financial Conduct Authority. We will also try to make sure that we fix the root cause of problems so that we don’t make similar mistakes again.

Our complaints procedure

We will fully investigate every complaint about our financial services. Even if your complaint relates to a particular policy decision and we are not necessarily able to change things, we will explain it to you.

We want to resolve your complaint straightaway and, in the majority of cases, the first person you speak to will usually be able to resolve things for you.  If we've not been able to do that by the end of the following business day after we've received your complaint, we'll write to you. We'll do this within five business days to acknowledge your complaint and tell you who is dealing with it.

We will then keep you up to date while we are investigating your complaint, until we provide you with a formal resolution letter, as part of our procedure. In most cases reaching this stage, we will be able to resolve your complaint within two weeks of receiving it.

In exceptional circumstances, particularly where your complaint is complex, it may take over eight weeks to resolve matters for you. We will, however, write to you at that point to let you know you may be eligible to contact the Financial Ombudsman Service (FOS) to review your complaint.
 
If you’re unhappy with our final response to your complaint, you can ask the Ombudsman for an independent review.  See the section below for further details on the FOS.

Contact details for complaints

  LOANS, CARDS & SAVINGS

Product

Telephone

Address for
written complaints

Credit Cards  

All enquiries

0870 154 2543

Customer Relations
Dundas House
Viking Way
Rosyth Europarc
Rosyth KY11 2UU

Card Care
(All enquiries)

0845 1241400

STAMS Limited
Hersham Place
41-61 Molesey Road
Hersham
Walton on Thames
Surrey
KT12 4RS

Loans  

All enquiries

0800 096 0543

Customer Relations
Dundas House
Viking Way
Rosyth Europarc
Rosyth KY11 2UU

Payment Protection Insurance for your Loan or Credit Card  

All policy holders

0845 601 4034

Sainsbury’s Bank introduced customers, via Bank of Scotland, to St Andrews Insurance Group, a wholly owned subsidiary of Bank of Scotland Group, to provide payment protection for loans and credit cards. Please contact:

Bank of Scotland
Po Box 548
Leeds
West Yorkshire
LS1 1WU

Savings  

All account enquiries

0500 40 50 60 *

Customer Relations
Dundas House
Viking Way
Rosyth Europarc
Rosyth KY11 2UU

Account enquiries:
(phoning from outside the UK)

0044 1383 847 088

Customer Relations
Dundas House
Viking Way
Rosyth Europarc
Rosyth KY11 2UU

Lines are open:

8am–10pm, Mon–Fri
8am–6pm, Sat–Sun

 

Mortgages  

Existing account enquiries:

0800 838 295 *

Customer Relations
Dundas House
Viking Way
Rosyth Europarc
Rosyth KY11 2UU

Lines are open:

8am-8pm Mon-Fri

 

Automated Teller Machines (ATM's)

Stores have no access to ATMs or their contents. In the event of transaction difficulties, please contact your card issuer in line with agreements between ATM providers.

INSURANCE

Product

Telephone

Address for written complaints

Car Insurance  

New policy holders or if policy
commenced after 1 June 2011

0800 210 0247

Sainsbury’s Car Insurance
Customer Relations
Churchill Court
Westmoreland Road
Bromley
BR1 1DP

All other policy holders

0845 608 6034

Sainsbury’s Car Insurance
The Observatory
Reigate
Surrey RH2 0SG

Home Insurance  

If your policy number begins with SBY or NHP or
your policy commenced before 31st January 2012

0800 096 6051

Sainsbury's Home (or Landlord) Insurance
Tredegar Park
Newport
NP10 8SB

All other policy holders

0800 206 1964

Sainsbury’s Home Insurance
Customer Relations
Churchill Court
Westmoreland Road
Bromley
BR1 1DP

Pet Insurance  

If your policy number begins with SBTF or SBNB,

0808 172 6477

Sainsbury’s Pet Insurance
Great West House (GW2)
Great West Road
Brentford
Middlesex
TW8 9DX

All other policy holders

0800 533 5911

Sainsbury’s Pet Insurance
BDML Connect Limited
1000 Lakeside North Harbour
Western Road
Portsmouth
Hants PO6 3EN

Life Insurance (including Over 50's Life Insurance Plan)  

All policy holders

0370 010 40 80

(call charges may vary)

Sainsbury's Life Insurance
Complaints Department
Legal & General Assurance Society Limited
Knox Court
10 Fitazalan Place
Cardiff
CF24 0TL

Travel Insurance

All policy holders

0800 316 1453

Sainsbury’s Travel Insurance
1 Drake Circus
Plymouth PL1 1QH

Travel Money

0845 308 0106

Sainsbury’s Travel Money is provided instore by Travelex. Please raise any concerns at your local bureau in the first instance. Alternatively, please contact the Travel Money Service Team on 0845 301 2724. To make a complaint, please contact Travelex directly as follows:

Travelex Service Quality Team
Worldwide House
Thorpe Wood
Peterborough
PE3 6SB

Extended Warranty  

All policy holders

0844 871 5075

The Customer Care Manager
TWG Services Limited
The Aspen Building
Floor 2
Vantage Point Business Village
Mitcheldean
Gloucestershire
GL17 0AF

  
You can also email us with your name, address, postcode and phone number so that we can get back to you.

*Telephone calls may be recorded for security purposes and monitored under our quality control procedures. Calls are free from a landline only.

The Financial Ombudsman Service

We are committed to resolving your complaint to your satisfaction and hope that together we can reach an agreement. The Financial Ombudsman Service exists to help resolve complaints and disputes as an impartial adjudicator, within the existing law. The Bank has agreed to accept the awards and impartial decisions made by the Financial Ombudsman.

As mentioned in our complaints procedure, if you’re unhappy with our final response to your complaint, you can ask the Ombudsman for an independent review. The Ombudsman offers a free independent service, but before they look at your complaint, they will ask you to give us the opportunity to put things right for you.

Here's how to contact the Financial Ombudsman:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

Telephone: 0845 080 1800
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

Sainsbury's Finance is a trading name of Sainsbury's Bank plc. Sainsbury's Supermarkets Ltd is an appointed representative of Sainsbury's Bank plc. Sainsbury's Bank plc, Registered Office, 33 Holborn, London EC1N 2HT (registered in England and Wales, no. 3279730) is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (register no. 184514).

Complaint volumes

Sainsbury's Bank aims to provide the best possible service to our customers. We recognise, however, that things can go wrong and when this happens we are committed to putting things right as quickly as possible.  We encourage our customers to tell us if they are unhappy and we view complaints as a valuable source of feedback and as a learning opportunity.

As part of our commitment to getting things right we are pleased to be able to provide details below of the volume of complaints we report to the Financial Conduct Authority(FCA).

The Financial Conduct Authority publishes aggregate complaints data new window covering all firms.

The Financial Ombudsman Service publishes separate complaints data new window on the number of complaints referred to it by individual firms.

Complaints publication report

Firm name:  Sainsbury's Bank plc
Group:  Not applicable
Other firms included in this report:  None
Period covered in this report:  1 July - 31 December 2013
Brands/trading names covered:  Sainsbury's Bank plc/Sainsbury's Finance

Number of complaints openedNumber of complaints closedComplaints closed within 8 weeks (%)Closed complaints upheld by firm (%)
Banking92892493%64%
Home finance 222378%74%
General
insurance
7373100%96%
Decumulation, life and
pensions
N/AN/AN/AN/A
InvestmentsN/AN/AN/AN/A

To help you put the above figures into context:

  • Our customers hold over 1.36 million banking products, combining credit cards, personal loans and savings accounts.
  • We received 0.68 complaints for every 1,000 of these accounts held.
  • We resolved 70% of Banking complaints within 4 weeks.
  • We no longer offer Home Finance products (i.e mortgages) and reported less than 20 complaints for every 1000 historic accounts held.
  • We act as an introducer for Car Insurance, Home Insurance, Pet Insurance, Travel Insurance and Life Insurance. Our insurance partners will report complaints received regarding these products to the FCA as part of their own complaints returns. The complaints reported above in the general Insurance category are for CPP complaints.
  • We do not offer products under the 'Decumulation, life and pensions' and 'Investments' categories above.  

  
Please also see our full glossary of terms regarding our complaints data.

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