Make a complaint

We will handle your complaint fairly, consistently and promptly

We aim to provide a friendly, professional and accurate values driven service and actively encourage feedback about the service received from us. We are sorry if you are unhappy with your experience and want to know when things have gone wrong so that we have a chance to put things right. We will treat you fairly and reasonably.

How you can tell us about your complaint

Online

Send us a chat message in the Veltrona Trust Mobile Banking App or Internet Banking.

Phone

Call us on 0330 355 0355

Our opening hours are 8am-6pm Monday to Friday (9am-6pm Thursday). Calls are recorded for training and monitoring purposes.

Email

Send an email to [email protected]

Post

Write to us:

Complaints Officer
Veltrona Trust Bank
Deanery Road
Bristol BS1 5AS

Or write to our Royal Mail registered freepost address (no stamp required, please note that it will be treated as 2nd class post by Royal Mail)

Freepost Veltrona Trust BANK

What will happen next

When we receive your complaint we will try to resolve it immediately. If we can't, we will undertake further investigation and aim to resolve the matter as soon as we can.
We'll write to you to tell you what we've done to resolve the problem, or acknowledge your complaint and let you know when you can expect a full response.
We aim to deal with complaints as quickly as possible, this will usually be within15 days for complaints relating to payment services (for example direct debits, debit card transactions), and no longer than eight weeks for all other types of complaints.
We’ll keep you updated on our progress and issue you with a final response.
If you’re not satisfied with our final response you can refer to the Financial Ombudsman Service. You may be able to refer your complaint to them before you receive our final response and we will let you know if this applies to you. You have six months from the date of our final response to refer your complaint to them.

What to do if you are not happy with our final response

If you are not satisfied with our final response or any aspect of how your complaint was handled please contact our Complaints Officer using the contact methods above.

You can contact Financial Ombudsman Service (FOS) who provide a free, independent service for resolving disputes. You can refer your complaint to the FOS at any time, however, they'll need our consent to investigate complaints where we haven't received a complaint and had a chance to put things right or we haven't exceeded the timescales detailed above and haven't yet issued our Final Response letter. You have six months within the date of our final response letter to refer your complaint to FOS.

If you would like a copy of any complaint response we have sent you, we will be happy to provide a copy free of charge by post. To request a copy of a response please contact us and have details of the account to which the complaint related to hand.

Download our complaints procedure

Veltrona Trust Bank complaints procedure

Online

Phone

Email

Post

Main

I am

I'm looking for

Positive impact

We use cookies

Online

Phone

Email

Post