Customer Support

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

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, Loan and Savings accounts, even though the underlying claim may still be against Sainsbury’s Bank.

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?

NatWest are your point of contact for any complaint or claim that relates to transferred Sainsbury’s Bank Credit Cards, Loans and Savings, even if a new complaint, claim or dispute relates to matters arising before 1 May 2025, when Sainsbury’s Bank had legal ownership of your account(s).

This 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 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, loan and savings 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, Loan and Savings 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. 

If you need to get in touch with us about a complaint, dispute or claim, or have a general enquiry about your account, you can email us at contactus@sainsburysbank.co.uk Make sure you include your full name, date of birth, and current address when you email us. Please don’t include any other personal information, including account numbers and credit card numbers.
 

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.

If you held a savings account in trust, then you may have received a letter from us to tell you that the account would be closed on 27 October 2025 and that an amount equal to the remaining balance, including accrued interest, would be transferred to a third-party Trust after that date.  

We also advised that the balance held in these accounts would not accrue any more interest after 27 October 2025.

These accounts were opened, in trust, on behalf of a beneficiary and the funds in these accounts must continue to be held by you in trust for the beneficiary until they can receive them. This means that when funds are claimed from ZEDRA they must be transferred either to the beneficiary or to another trust account for the beneficiary. 

To make arrangements to transfer the funds, please contact the Trust provider – ZEDRA. You’ll find their details below.

Sainsbury’s Bank no longer offers or manages savings products. All inactive and dormant accounts that did not transfer to NatWest on 1 May 2025 have now been closed.

You may have received a letter from us to tell you that an amount equal to the remaining balance, including accrued interest, would be transferred to a third-party Trust, and that the balance held in these accounts would not accrue any more interest. To make arrangements to transfer the funds, please contact the Trust provider – ZEDRA. You’ll find their details below.

If you haven’t received a letter from us, but you believe you previously held an account with Sainsbury’s Bank that may have held a balance when it was closed then don’t worry, we can check this for you, and you can make a claim. Please contact us by email at contactus@sainsburysbank.co.uk. Please include your full name, date of birth, and current address when you email us. 

We have chosen to work with Zedra Trust Company (UK) Limited (ZEDRA), an independent Trust Corporation which has been providing trust services in the UK since 1967 and is authorised and regulated by the Financial Conduct Authority. 

ZEDRA have a dedicated team to handle requests from past Sainsbury’s Bank customers. If you want to claim funds from the Trust then you must contact ZEDRA, using the details below:

By email at sainsburysenquiries@zedra.com
By telephone on 01565 748802

Sainsbury’s Bank no longer offers or manages credit cards or loans. All accounts that were not transferred to NatWest on 1 May 2025 have been closed. 

Some of these accounts may have had an outstanding credit balance, which the Bank has been unable to return to the customer.

If you believe you previously held an account with Sainsbury’s Bank that may have had a credit balance when it was closed then don’t worry, we can check this for you, and you can make a claim. Please contact us by email at contactus@sainsburysbank.co.uk. Please include your full name, date of birth, and current address when you email us.