Customer Care
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. 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.
Contact details for complaints
Credit Cards
| Product | Telephone | Address for written complaints |
|---|---|---|
|
All enquiries |
8am–7pm, Mon–Fri |
Sainsbury's Bank |
|
Card Care |
8am–7pm, Mon–Fri |
STAMS Limited |
You can also send us a secure message through Online Banking.
Loans
| Product | Telephone | Address for written complaints |
|---|---|---|
|
All enquiries |
8am – 7pm Mon-Fri |
Sainsbury's Bank |
You can also send us a secure message through Online Banking.
Payment Protection Insurance for your Loan or Credit Card
| Product | Telephone | Address for written complaints |
|---|---|---|
| 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 |
Savings
| Product | Telephone | Address for written complaints |
|---|---|---|
| All account enquiries |
8am-7pm, Mon-Fri |
Sainsbury's Bank Customer Relations PO Box 4952 Worthing BN11 9YW |
| Account enquiries: (phoning from outside the UK) |
0044 1383 847 088 8am–7pm, Mon–Fri 8am–5pm, Sat–Sun |
You can also send us a secure message through Online Banking.
Mortgages
| Product | Telephone | Address for written complaints |
|---|---|---|
|
Customers who closed their mortgage before 15th August 2023 |
0345 600 4993 We're here Monday to Friday 9am – 5pm |
Sainsbury's Bank Customer Relations PO Box 4952 Worthing BN11 9YW |
|
Customers with an open Sainsbury’s Bank mortgage from 15th August 2023 to 23rd June 2024 Ownership of your mortgage account transferred to The Co-operative Bank on 23rd June 2024 |
The Co-Operative Bank 08000 288 288 They are open Monday to Friday 8am – 5.30pm Or you can visit their website at Mortgages | The Co-operative Bank |
Telephone calls will be recorded for security purposes under our quality control procedures.
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^ |
Sainsbury's Bank Insurance |
|
If you took your policy out between 1 June 2011 and 2 March 2017 and it is underwritten by UK Insurance Limited |
Sainsbury’s Car Insurance |
|
|
All other policy holders |
Sainsbury’s Car Insurance |
|
|
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^ |
Sainsbury’s Bank Insurance You can also email us. |
|
1 February 2012 and 2 March 2017 and it is underwritten by UK Insurance Limited |
Sainsbury's Home (or Landlord) Insurance |
|
|
All other policy holders |
Sainsbury’s Home Insurance |
|
|
Pet Insurance |
||
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Pet Insurance policies taken out from October 2019 or renewed since 24th February 2020. Policies start with PETSB. Underwritten by Cardif Pinnacle plc |
Sainsbury’s Pet Insurance |
|
|
Pet Insurance policies taken out before October 2019 and not renewed since 23rd February 2020. Underwritten by Allianz Insurance plc |
Sainsbury’s Pet Insurance |
|
|
Life Insurance ( including Over 50's Life Insurance Plan) |
||
|
All policy holders |
Sainsbury's Life Insurance |
|
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Travel Insurance |
||
|
All policy holders |
0345 305 2624 |
Hood Travel Limited |
|
Extended Warranty |
||
|
All policy holders |
The Customer Care Manager |
|
Travel Money
| Product | Telephone | Address for written complaints |
|---|---|---|
| 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: CurrencyServices.ServiceQuality@Travelex.com |
| Travel Money Card |
Please raise any queries with your local bureau in the first instance. Alternatively, please contact the Travel Money Card Service Team on 0203 788 4600. (Lines are open: 24 hours a day, 7 days a week (except Christmas day)) To make a complaint, please contact Mastercard Card Services directly as follows: |
*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.
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
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 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: 1 September 2023 to 29 February 2024
| Product service / grouping | Number of complaints opened by volume of business | Number of complaints opened | Number of complaints closed | Percentage closed within 3 days | Percentage closed after 3 days but within 8 weeks | Percentage upheld | Main cause of complaints opened |
|---|---|---|---|---|---|---|---|
| Banking and credit cards | 2.75 per 1000 accounts | 3,440 | 3,838 | 37% | 57% | 56% | General Admin / Customer Service |
| Home finance | 31.69 per 1000 balances outstanding | 67 | 93 | 3% | 86% | 75% | General Admin / Customer Service |
| General insurance and pure protection | 3.16 per 1000 policies in force | 877 | 1,378 | 6% | 65% | 71% | General Admin / Customer Service |
| Credit-related | N/A | 611 | 646 | 25% | 65% | 56% | General Admin / Customer Service |
Please also see our full glossary of terms regarding our complaints data.
After Brexit, the Online Dispute Resolution (ODR) Platform is no longer available
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
