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.

Credit Cards

Loans

Payment Protection Insurance for your Loan or Credit Card

Savings

Mortgages

Automated Teller Machines (ATM's)

Insurance

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

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 2020 – 28th February 2021
Brands/trading names covered: Sainsbury's Bank plc/Sainsbury's Finance

To help you put the above figures into context:

• Our customers hold over 1.9 million banking products, combining credit cards, personal loans and savings accounts.
• Our complaints per 1000 accounts figure is 5.28 for Banking (including ATMs and non-customer/non product) and Credit Cards, 26.41 for Home Finance and 2.86 for Insurance and Pure Protection and 6.38 for Loans.
• We resolved of 52% 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.

When the UK was a member of the EU, consumers in the UK had access to a service provided by the European Commission whereby individuals in the EU who purchased a product or service online and wished to make a complaint could do so online through the central ODR Platform. In the case of a complaint regarding a UK financial services firm, the complaint would be sent, via the ODR Platform, to the Financial Ombudsman Service (FOS) for independent review. As the UK is no longer a member of the EU, this service is no longer available to consumers in the UK though if you have a financial services complaint, you may still be able to contact the FOS (see below).

We do everything we can to provide you with the service you want and expect, but we know sometimes things can go wrong. If you have a complaint, please contact us in the first instance. A copy of our complaints handling procedure is available on our website or on request. If you are unhappy with our final response to your complaint, you may be able to ask the FOS to independently review it.

You can contact the FOS 0800 023 4567 or 0300 123 9123, write to them at The Financial Ombudsman Service, Exchange Tower, London, E14 9SR, or visit their website at www.financial-ombudsman.org.uk