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At Hampshire Trust Bank we are committed to providing the highest standard of customer service to you and all of our customers. Occasionally we may not live up to these standards and if this happens we want to hear from you.

If you have a complaint

Letting us know you are unhappy with the service you receive is the best way of ensuring that we have an opportunity of putting matters right for you and improving our service in future for you and all of our customers.

In the first instance you should raise your concern with the person or department you have been dealing with and they will endeavour to immediately resolve the problem. If you aren’t satisfied with the action they take you can make a formal complaint by contacting:

Complaints Department

Hampshire Trust Bank, 55 Bishopsgate, London EC2N 3AS, or email complaints@htb.co.uk.

To help us investigate and resolve your complaint as quickly as possible it would be helpful if you could provide the following information.

  • Your name and address;
  • Your account/loan number (if applicable);
  • A daytime and/or mobile telephone number;
  • A clear description of your complaint; and
  • Details of what you would like us to do to put it right.

What we will do to resolve your complaint

We will do our best to resolve your complaint as quickly as we can. Where we cannot resolve it by the following working day we will provide you with a written acknowledgement of your complaint as soon as possible, but in any event within 5 working days.

We will aim to resolve your complaint within four weeks. If we are unable to do so, we will write to you explaining what is happening and letting you know when we expect to be able to do so. In any event we will issue a final response letter within 8 weeks of receiving your complaint.

If you are still unhappy

Hampshire Trust Bank is regulated by the Financial Conduct Authority (FCA) for selling regulated products. This means that some complaints that we receive are within the jurisdiction of the Financial Ombudsman Service (FOS), and, when we receive a complaint, we will look to determine whether or not this is the case. The areas covered by FOS that HTB offer are:

  • Loans
  • Bank accounts
  • Mortgages
  • Credit - i.e. car finance
  • Repayment problems and debt collection
  • Online payments
  • Savings & investment products

Whether FOS can help with your own complaint will depend on what product you applied for or purchased, what the complaint is about, when the event you're complaining about took place and whether or not you are an eligible complainant (i.e. you are an individual or a company up to a certain size).

If you are unsure whether your complaint is covered by FOS, you can contact them on 0800 023 4567 and they will be able to let you know if it is a matter that they will consider. Alternatively, you can visit their website at http://www.financial-ombudsman.org.uk for further advice.

©2015 Hampshire Trust Bank Plc is authorised by the Prudential Regulation Authority and regulated by the Prudential Regulation Authority and the Financial Conduct Authority. Our FRN number is 204601. We are a company registered in England and Wales, registration number 01311315. Registered office: 55 Bishopsgate, London EC2N 3AS. Hampshire Trust Bank, HTB and Hampshire Trust Bank shutter icon are registered trademarks of Hampshire Trust Bank Plc.