Dispute resolution

Complaints process:

We value our relationship with you and would love to hear about your experience with us. If you have any feedback / complaint as to how we can serve you better, please contact us:

Cash Management / Channels (e.g. Stright2Bank, Online banking, Payment Services, Current Accounts, etc.)
Email: straight2bank.uk@sc.com
Tel: 0207 885 8800

Trade (e.g. LCs, Guarantees, etc.)
Email: Tradeservices.uk@sc.com
Tel: 0207 885 8700

Lending / Loans
Email: UK.LoansProcessing@sc.com

For any other complaint, please contact your Relationship Manager (RM).

We aim to deal with your complaint swiftly and fairly. When dealing with your complaint, we will follow our complaint handling procedures. We can provide you with a summary of these procedures at your request.

Alternative dispute resolution:

For eligible complainants: If you are not satisfied with our response, you may refer the matter to the Financial Ombudsman Service (FOS). The FOS is an independent organisation which helps to resolve complaints that customers and financial institutions have not been able to resolve themselves. Refer section 2.7.3 of the FCA Handbook for definition/criteria for eligible complainant.

You can contact them in writing at Financial Ombudsman Service, Exchange Tower, London, E14 9SR, by telephone on 0800 023 4567 and via email at complaint.info@financial-ombudsman.org.uk

Further details can be found by visiting the FOS website at www.financial-ombudsman.org.uk

All other complainants: If you are not satisfied with the decision in our final response to your complaint, you may be entitled to refer your complaint to the Centre for Effective Dispute Resolution (“CEDR”) at:

Centre for Effective Dispute Resolution
70 Fleet Street
London
EC4Y 1EU
United Kingdom
Email: adr@cedr.com
Tel: +44 (0)207 536 6060
Fax: + 44 (0)20 7536 6061

Further information on CEDR and the conditions for using them can be found at https://www.cedr.com/