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

INSURANCE

  
You can also email us with your name, address, postcode and phone number so that we can get back to you.

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.

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 September 2019 – 31st March 2020
Brands/trading names covered: Sainsbury's Bank plc/Sainsbury's Finance

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.
• Our complaints per 1000 accounts figure is 4.21 for Banking, 22.21 for Home Finance and 2.76 for Insurance and Pure Protection.
• We resolved of 54% of our 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.