Complaints and legal information

Financial Services Compensation Scheme

Important information about compensation arrangements

Your eligible deposits with Scottish Widows Bank plc are protected up to a total of £85,000 by the Financial Services Compensation Scheme, the UK's deposit guarantee scheme. This limit is applied to the total of any deposits you have with the following: Scottish Widows Bank. Some savings accounts under the Charities Aid Foundation brand name are also deposits with Scottish Widows Bank plc. Any total deposits you hold above the limit between these brands are unlikely to be covered.

Please click How FSCS protects your money for further information or visit www.fscs.org.uk.

You can also refer to our FSCS Information Sheet for more details.

Complaints Procedure

Our priority is to provide you with a high level of customer service. If you have a complaint please let us know and we’ll try to provide a solution as quickly as possible.

How to contact us about your complaint:

Email

Scottish Widows Bank mortgage customers:
SWB.completedmortgages@scottishwidows.co.uk

Scottish Widows Bank savings customers:
SWB.deposits@scottishwidows.co.uk

Complaints about Scottish Widows Bank:
SWBCustomer_Experience@scottishwidows.co.uk

If you need to contact Scottish Widows please visit:

Ways of contacting Scottish Widows

If you send us emails, remember that the message may not be secure and there is a risk that it could be intercepted. If you choose to send an “insecure” email, please keep the amount of confidential information you include to a minimum.

Phone / Fax

You can also contact us using these telephone numbers. Our lines are open weekdays from 8am to 6pm (Wednesdays from 10am).

UK callers: 0800 015 3149
International callers: 00 44 131 655 2000
Fax: 0345 846 0829

Write to us

Scottish Widows Bank
PO Box 12757
67 Morrison Street
Edinburgh
EH3 8YJ

The Financial Ombudsman Service

If we’re unable to resolve your complaint to your satisfaction, your information will then be forwarded to our Customer Experience Team to review as a formal complaint and a full investigation will take place.

If you are dissatisfied with our response, you can ask the Financial Ombudsman Service for an independent review, free of charge. The Financial Ombudsman Service will only consider your complaint once you have tried to resolve it with us, so please take up your concerns with us first and we'll do all we can to help.

They can consider complaints about a wide range of financial matters — from insurance and mortgages to savings and investments.

Write to them at:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Email to: complaint.info@financial-ombudsman.org.uk

Call them on:

0800 023 4567 (usually free from a fixed phone line); or,
0300 123 9 123 (charged at the same rate as numbers beginning '01' or '02' and usually included in inclusive minutes from a mobile phone).

Visit their website at: www.financial-ombudsman.org.ukOpens in a new window

If your complaint relates to one of our online accounts (Internet Saver or 3 Year (Personal) Fixed Term Deposit); you may be able to submit a claim through the European Online Dispute Resolution Platform if you live outside the UK or if you prefer not to deal directly with the Financial Ombudsman Service.

Visit their website at: http://ec.europa.eu/consumers/odrOpens in a new window

Contract Rights

This contract is between the applicant(s) and Scottish Widows Bank plc. The Terms of the Contracts (Rights of Third Parties) Act 1999 and any other legal third party rights are specifically excluded. This means that only the parties to the contract (or their legal successor(s), assignee(s) or other security holders) may have contractual rights.

General

Our deposit accounts and mortgages are only available to UK residents. We will normally require the applicant to have an existing UK bank account and provide us with suitable means of identification. For further details please contact our customer service team on 0345 845 0829, 8am to 6pm weekdays (from 10am Wednesdays).

This website and any contract or legal agreement entered into or any dispute arising from this website shall be governed in accordance with the Laws of Scotland and shall be subject to the jurisdiction of the Scottish Courts.

Mortgages

Mortgages are available only to people aged 18 and over (21 and over for the Professional mortgage). All credit facilities are subject to status and validation. For mortgages we require security over the property. We strongly recommend that a suitable life policy/repayment vehicle be arranged by the applicant. Buildings Insurance for the reinstatement value will also be required. Full details and written quotations are available from Scottish Widows Bank plc, PO Box 12757, 67 Morrison Street, Edinburgh, EH3 8YJ. For your added security and to assist us in improving our service to you, telephone calls may be recorded or monitored. Recordings are retained for a short period of time only and are kept strictly confidential.

YOUR HOME MAY BE REPOSSESSED IF YOU DO NOT KEEP UP REPAYMENTS ON YOUR MORTGAGE

Benchmarks

As a guide, a benchmark is an index, rate or price that is determined from time to time by reference to the state of the market, which is made available to the public and is used as a point of reference for certain transactions or investments. Read more about our participation in Benchmarks.