Customer Care

How to complain


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




Address for
written complaints

Credit Cards  

All enquiries

08085 40 50 60 *

Sainsbury's Bank
Customer Relations
Dundas House
Viking Way
Rosyth Europarc
Rosyth KY11 2UU

Card Care
(All enquiries)

0345 1241400

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


All enquiries

08085 40 50 60 *

Sainsbury's Bank
Customer Relations
Dundas House
Viking Way
Rosyth Europarc
Rosyth KY11 2UU

Payment Protection Insurance for your Loan or Credit Card  

All policy holders

0800 1510 293

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
Customer Relations
PO Box 548
West Yorkshire


All account enquiries

08085 40 50 60 *

Sainsbury's Bank
Customer Relations
Dundas House
Viking Way
Rosyth Europarc
Rosyth KY11 2UU

Account enquiries:
(phoning from outside the UK)

0044 1383 847 088

Sainsbury's Bank
Customer Relations
Dundas House
Viking Way
Rosyth Europarc
Rosyth KY11 2UU

Lines are open:

8am–10pm, Mon–Fri
8am–6pm, Sat–Sun



Existing account enquiries:

0800 838 295 *

Sainsbury's Bank
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.




Address for written complaints

Car Insurance  

New policy holders or if policy
commenced after 1 June 2011

0800 210 0247* / 01239 636 076

Sainsbury’s Car Insurance
Customer Relations
Churchill Court
Westmoreland Road

All other policy holders

0845 608 6034***

Sainsbury’s Car Insurance
The Observatory
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
NP10 8SB

All other policy holders

0800 206 1964* / 01903 636 964

Sainsbury’s Home Insurance
Customer Relations
Churchill Court
Westmoreland Road

Pet Insurance  

All policy holders

0330 100 7920**

Sainsbury’s Pet Insurance
Great West House (GW2)
Great West Road

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

All policy holders

0370 010 40 80**

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

Travel Insurance

All policy holders

0330 100 7701**

Cigna Insurances Services
Customer Relations Department
1 Drake Circus

Travel Money

0845 301 2724

Please raise any queries with your local bureau in the first instance. Alternatively, please contact the Travel Money Service Team on 0845 301 2724. (Lines are open: 8am-10pm Mon-Fri, 10am-8pm Sat-Sun) 

To make a complaint, please contact Travelex directly as follows:
Travelex Service Quality Team
Worldwide House
Thorpe Wood
0845 308 0106 
8am-5.30pm Mon-Fri

Extended Warranty  

All policy holders

0330 100 3766

The Customer Care Manager
TWG Services Limited
The Aspen Building
Floor 2
Vantage Point Business Village
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 and from a mobile when calling from the UK.
**Calls are charged at local rates from landline and mobiles.
***Calls cost 5p per minute plus your phone company's access charge.

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:

Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
E14 9SR

Telephone: 0800 0234 567 or 0300 123 9 123

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) every 6 months.

Please note as a result of Sainsbury’s Bank changing its financial year end, the timing of the submission of our complaints regulatory reporting to the Financial Conduct Authority has changed. This means that instead of reporting the usual 6 months of complaints data, we have reported 8 months of complaints data in April 2015 covering the period July 2014 to February 2015. 

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 2014 – 28 February 2015
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 (%)
Home finance 5786%71%
Decumulation, life and

Our next report will be submitted to the FCA in October 2015, covering March 15 to August 15, with the results published on our website February 2016.

To help you put the above figures into context:

  • Our customers hold over 1.47 million banking products, combining credit cards, personal loans and savings accounts.
  • We received 1.21 complaints for every 1,000 of these accounts held.
  • We resolved 67% of Banking complaints within 4 weeks.
  • We no longer offer Home Finance products (i.e mortgages) and reported less than 6 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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