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.

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, after which you will receive a letter confirming the resolution of your complaint. If we've not been able to do that by the end of the third business day after we've received your complaint, we'll write to you 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. If the complaint is about a payment service we will try our best to resolve this within 15 days. We will write to you to let you know when you may be able 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.

  LOANS, CARDS, SAVINGS & MORTGAGES

Product

Telephone

Address for
written complaints

Credit Cards  

All enquiries

08085 40 50 60 *

Sainsbury's Bank
Customer Relations
PO Box 4952
Worthing
BN11 9YW

Card Care
(All enquiries)

0345 1241400

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

Loans  

All enquiries

08085 40 50 60*

Sainsbury's Bank
Customer Relations
PO Box 4952
Worthing
BN11 9YW

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
Leeds
West Yorkshire
LS1 1WU

Savings  

All account enquiries

08085 40 50 60*

Sainsbury's Bank
Customer Relations
PO Box 4952
Worthing
BN11 9YW

Account enquiries:
(phoning from outside the UK)

0044 1383 847 088

Sainsbury's Bank
Customer Relations
PO Box 4952
Worthing
BN11 9YW

Lines are open:

8am–10pm, Mon–Fri
8am–6pm, Sat–Sun

 

Mortgages  

Mortgages taken out after March 2017

0800 923 1548
(call are free from landlines and mobiles)
We're here Monday to Friday 9am – 5pm

Sainsbury's Bank mortgages
PO Box 12
Gateway House
Skipton
BD23 2HL

Telephone calls will be recorded for security purposes under our quality control procedures.

Mortgages taken out before March 2017

0800 838 295*
We're here Monday to Friday 8am – 8pm

Sainsbury's Bank mortgages 
PO Box 12
Gateway House
Skipton
BD23 2HL

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  

If you took your policy out on or after 1 February 2017 and
it is underwritten by any insurer other than UK Insurance Limited

0345 266 1670^

Lines are open:
8am to 8pm Mon-Fri,
8am-5pm Sat,
10am-2pm Sun.

Freepost Sainsbury's Bank Insurance
PO Box 4996
WORTHING
BN11 9AT

If you took your policy out between 1 June 2011 and
2 March 2017 and it is underwritten by UK Insurance Limited

0800 210 0247*

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

All other policy holders

0345 608 6034**

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

Home Insurance  

If you took your policy out on or after
1 February 2017 and it is underwritten by
any insurer other than UK Insurance Limited

0345 266 1660^

Lines are open:
8am to 8pm Mon-Fri,
8am-5pm Sat,
10am-2pm Sun.

Freepost Sainsbury’s Bank Insurance
PO Box 4996
WORTHING
BN11 9AT

1 February 2012 and 2 March 2017 and
it is underwritten by UK Insurance Limited

0800 096 6051*

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

All other policy holders

0800 206 1964*/ 01903 636 964

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

Pet Insurance  

All policy holders

0330 100 7920**

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

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
Cardiff
CF24 0TL

Travel Insurance

If you took your policy out before 30 January 2018 contact us at:

0800 316 1453

Lines are open:
8am to 8pm Mon-Fri,
8am-7pm Sat,
9am-5pm Sun.

Customer Relations Manager
Sainsbury’s Travel Insurance
PO Box 500
1 Drake Circus
Plymouth
PL1 1QH

If you took your policy out from 30 January 2018 contact us at:

0345 305 2624

Lines are open:
8am to 7pm Mon-Fri,
9am-5pm Sat

Sainsbury’s Travel Insurance
Customer Relations
Maitland House
Warrior Square
Southend-on-sea
SS1 2JY

Travel Money

0345 355 2461**

Please raise any queries with your local bureau in the first instance. Alternatively, please contact the Travel Money Service Team on 0345 355 2461**. (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
Peterborough
PE3 6SB
0345 355 2461**
8am-5pm 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
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 and from a mobile when calling from the UK.
**Calls are charged at local rates from landline and mobiles.
***Calls cost 2p per minute plus your phone company's access charge.
^Calls are charged at local rates from landlines and mobiles. We may record or monitor your call for security reasons, and to help us improve our customer 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
London
E14 9SR

Telephone: 0800 0234 567 or 0300 123 9 123
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

Online Dispute Resolution (ODR) platform

As a Sainsbury’s Bank customer, if you’re unhappy with our final response to your complaint, you may use the ODR platform if you are an EU resident AND you purchased your product or service with us online or by telephone.

You can access and submit your complaint online through the ODR platform.

You will need:

The platform will then send your complaint to the Financial Ombudsman Service for an independent review.

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.

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

The Financial Ombudsman Service publishes separate complaints data 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: 1st March 2019 – 31st August 2019
Brands/trading names covered: Sainsbury's Bank plc/Sainsbury's Finance

Number of complaints opened Number of complaints closed Complaints closed within 3 days Complaints closed after 3 days but within 8 weeks Complaints closed after 8 weeks (%) Closed complaints upheld by firm (%)
Banking and credit cards 11370 11663 6565 3806 11.1% 67.5%
General insurance and pure protection 881 1051 194 750 10.2% 52.1%
Decumulation, life and
pensions 		N/A N/A N/A N/A N/A N/A
Investments

 N/A N/A N/A N/A N/A N/A
Credit Related (Personal Loans) 1163 1172 788 326 4.9% 59.5%
Home finance - Mortgages 185 186 2 171 7.0% 57.0%

To help you put the above figures into context:

  • Our customers hold over 1.5 million banking products, combining credit cards, personal loans and savings accounts.
  • Complaints per 1000 accounts figure is 7.11 Banking and Credit Cards (including ATM/Non Customer) 2.81 in Loans.
  • We resolved of 55% of Banking and Loans complaints within 3 days.
  • 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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