Customer Support

What if I have an ongoing complaint, dispute or claim?

From 6 October, NatWest are your point of contact for any complaint or claim (including claims under section 75 of the Consumer Credit Act 1974 or chargeback rules) that relates to transferred Sainsbury’s Bank Credit Card accounts.

Any complaint or claim that relates to transferring Sainsbury’s Bank Personal Loans and Savings accounts (Claim) which started before 1 May 2025 will continue to be managed by Sainsbury’s Bank until the point your account(s) move on to NatWest systems, expected towards the end of 2025. After this point NatWest will be your point of contact, even though the underlying claim will still be against Sainsbury’s Bank. You will receive communication with more information regarding this. 

Any legal proceedings (i.e. before the courts) or pre-action steps (e.g. letters of claim or similar) which started before 1 May 2025 will continue to be managed by Sainsbury’s Bank.
 

Who do I contact if I have a new complaint, dispute or claim?

From 6 October, NatWest are your point of contact for any Claim that relates to transferred Sainsbury’s Bank Credit Cards.

From 1 May 2025, until the point your account(s) move on to NatWest systems, expected towards the end of 2025, you can continue to engage with Sainsbury’s Bank for any Claim that relates to Sainsbury’s Bank Personal Loans or Savings accounts.

After your account(s) move on to NatWest systems, NatWest will be your point of contact for any Claim complaint or dispute arising before, on or after 1 May 2025. 

In circumstances where a new Claim complaint or dispute relates to matters arising before 1 May 2025, when Sainsbury’s Bank had legal ownership of your account(s), NatWest will be responsible for the handling of those Claims.  

The above applies apart from in the case of legal proceedings (i.e. before the courts and related pre-action steps e.g. letters of claim). Please see further the question below “What if I have started, or plan to start, legal proceedings (i.e. before a court)?"


What if I have started, or plan to start, legal proceedings (i.e. before a court)?

Any legal proceedings which started before 1 May 2025 will continue to be managed by Sainsbury’s Bank.

If you want to send a letter of claim (or other similar notice) to notify Sainsbury’s Bank or NatWest of your claim and that you may start legal proceedings, or you wish to name Sainsbury’s Bank or NatWest as a party in legal proceedings, who you issue this to will depend on when the matter arose:

• For matters arising on or after 1 May 2025, please serve legal notices to National Westminster Bank Public Limited Company, 250 Bishopsgate, London, EC2M 4AA; or
• For matters arising before 1 May 2025 (even if you only became aware of them after 1 May 2025), please serve legal notices to Sainsbury’s Bank plc, 33 Charterhouse Street, London, EC1M 6HA.

Compensation settled by way of set-off against a loan or a credit card balance

If you raise a complaint, dispute or claim with respect to matters relating to Sainsbury’s Bank Personal Loans or Credit Cards arising before 1 May 2025, and the Financial Ombudsman Service or the court awards you compensation, you will be offered the option to set off the amount of compensation awarded against your loan or credit card balance, if this is considered an appropriate solution. This means that your debt owed to NatWest will be reduced by the amount of the compensation awarded.

NatWest became the data controller for your personal data for your transferred credit card account(s) from 1 May 2025 and is responsible for keeping your personal data safe and in compliance with applicable laws. For more information about how NatWest will use your personal data, view their Privacy Notice at natwest.com/privacy-policy.html

Any requests to exercise your data subject rights (including data subject access requests), in relation to the product transferring to NatWest should be made to NatWest in accordance with its Privacy Notice at natwest.com/privacy-policy.html

What if I have an ongoing complaint, dispute or claim?

Any complaint or claim (including claims under section 75 of the Consumer Credit Act 1974 and chargebacks) that relates to Sainsbury’s Bank Credit Card accounts that haven’t transferred to NatWest will continue to be managed by Sainsbury’s Bank. You can get in touch with us about your complaint or claim by emailing us at contactus@sainsburysbank.co.uk.

Any legal proceedings (i.e. before the courts) or pre-action steps (e.g. letters of claim or similar) will also continue to be managed by Sainsbury’s Bank.

Who do I contact if I have a new complaint, dispute or claim?

Sainsbury’s Bank are your point of contact for any new complaint, dispute or claims that arise. 

You can raise a new complaint, dispute or claim by emailing us at contactus@sainsburysbank.co.uk Please include your full name, date of birth and current address when you email us.

What if I have started, or plan to start, legal proceedings (i.e. before a court)?

Any legal proceedings will continue to be managed by Sainsbury’s Bank.

If you want to send a letter of claim (or other similar notice) to notify Sainsbury’s Bank of your claim and that you may start legal proceedings, or you wish to name Sainsbury’s Bank as a party in legal proceedings, please serve legal notices to Sainsbury’s Bank plc, 33 Charterhouse Street, London, EC1M 6HA.

If you want to exercise your rights to your personal data or need to ask for copies of any previous statements, you can do so by completing this form which covers:

• Data Subject Access Requests
• Data Portability Requests
• Copy of GDPR FAQs/Privacy Policy
• Object to Processing
• Restriction of Processing
• Right to be Forgotten
• Right to Data Rectification
   

How to complete the request form

To obtain a copy of the information we hold about you, please complete the form in full and provide as much detail as possible. This will help us make sure that we tailor your response to what you want. We do not charge for this service. You can submit this form online or print & post it, along with any additional attachments, to:

Sainsburys Bank DSAR Team
PO Box 29346
Dunfermline
KY12 2GY

Once you have completed the form check that you have:

• Signed and dated it
• Enclosed any written authority from the person named in section 3. Please ensure you provide either an original document or certified copy of this person’s written authority if you are aware Sainsbury’s Bank do not already have this on file
• Enclose any additional sheets of paper you have used

When your data is ready

When your information has been collated, we will return it to you by the method you have selected on the form.

If this is by post, we will ensure it is by recorded delivery.