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, 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. 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
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Product |
Telephone |
Address for |
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Credit Cards |
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All enquiries |
08085 40 50 60 * |
Sainsbury's Bank |
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Card Care |
0345 1241400 |
STAMS Limited |
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Loans |
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All enquiries |
08085 40 50 60* |
Sainsbury's Bank |
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Payment Protection Insurance for your Loan or Credit Card |
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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 |
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Savings |
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All account enquiries |
08085 40 50 60* |
Sainsbury's Bank |
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Account enquiries: |
0044 1383 847 088 |
Sainsbury's Bank |
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Lines are open: |
8am–10pm, Mon–Fri |
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Mortgages |
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Existing account enquiries: |
0800 838 295* |
Sainsbury's Bank |
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Lines are open: |
8am-8pm Mon-Fri |
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Automated Teller Machines (ATM's) |
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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. |
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INSURANCE
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Product |
Telephone |
Address for written complaints |
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Car Insurance |
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New policy holders or if policy |
0800 210 0247*/ 01239 636 076 |
Sainsbury’s Car Insurance |
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All other policy holders |
0345 608 6034** |
Sainsbury’s Car Insurance |
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Home Insurance |
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If your policy number begins with SBY or NHP or |
0800 096 6051* |
Sainsbury's Home (or Landlord) Insurance |
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All other policy holders |
0800 206 1964*/ 01903 636 964 |
Sainsbury’s Home Insurance |
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Pet Insurance |
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All policy holders |
0330 100 7920** |
Sainsbury’s Pet Insurance |
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Life Insurance (including Over 50's Life Insurance Plan) |
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All policy holders |
0370 010 40 80** |
Sainsbury's Life Insurance |
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Travel Insurance |
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All policy holders |
0330 100 7701** |
Cigna Insurances Services |
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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) Travelex Service Quality Team |
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Extended Warranty |
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All policy holders |
0330 100 3766 |
The Customer Care Manager |
You can also email us with your name, address, postcode and phone number so that we can get back to you.
**Calls are charged at local rates from landline and mobiles.
***Calls cost 2p 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
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:
- Our name: Sainsbury’s Bank
- Our email: SainsburysBankCustomerRelations@sainsburysbank.co.uk
- Our website address www.sainsburysbank.co.uk
- Our geographic address: United Kingdom
The platform will then send your complaint to the Financial Ombudsman Service for an independent review.
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.
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 September 2015 – 29 February 2016
Brands/trading names covered: Sainsbury's Bank plc/Sainsbury's Finance
| Number of complaints opened | Number of complaints closed | Complaints closed within 8 weeks (%) | Closed complaints upheld by firm (%) | |
|---|---|---|---|---|
| Banking and credit cards | 1037 | 1101 | 86% | 63% |
| Home finance | 4 |
4 | 75% | 50% |
| General insurance and pure protection | N/A | N/A | N/A | N/A |
| Decumulation, life and pensions |
N/A | N/A | N/A | N/A |
| Investments | N/A | N/A | N/A | N/A |
| Credit - related | 527 | 547 | 95% | 53% |
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.
- We received 1.03 complaints for every 1,000 of these accounts held.
- We no longer offer Home Finance products (i.e mortgages) and reported less than 4 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.
- We do not offer products under the 'General insurance and Pure protection','Decumulation, life and pensions' and 'Investments' categories above.
Please also see our full glossary of terms regarding our complaints data.