Complaints procedure

We are committed to providing a high standard of customer service. If you are not satisfied with any part of our service, we have procedures in place to deal with your concerns effectively and in the correct way.

If you want to make a complaint, please follow the steps below. Please provide as much relevant information as possible, including your account details, the branch or part of the business involved, a summary of your complaint and any action already taken to deal with the issue.​​​​
 

Follow these steps

We always aim to deal with complaints in a way you are satisfied with. However, if you are not satisfied with the summary resolution communication or the final or written response you receive from us you may be able to refer your complaint to the Financial Ombudsman Service (FOS).

You should send your complaint to:

Financial Ombudsman Service
Exchange Tower
London 
E14 9SR

Phone: 0800 023 4567 
E-mail: complaint.info@financial-ombudsman.org.uk​
Web: www.fos.org.uk​​


You must normally refer the complaint to them within six months of t​he date of our final response.

The Financial Ombudsman Service can help with complaints about most financial problems involving products and services provided in, or from, the UK, however, some restrictions apply.

If your complaint is in relation to our products and services you applied for online from 15 February 2016, you can also access the Financial Ombudsman Service by using the Online Dispute Resolution Platform (ODR Platform)if you are not satisfied with the response you receive from us. The ODR platform is an official website managed by the European Commission to help consumers who have bought products or services online to resolve their disputes. The ODR platform will send your complaint to the Financial Ombudsman Service and therefore you may prefer to contact us or the Financial Ombudsman Service directly in the first instance about your complaint using the contact details noted above.

The ODR platform can be accessed using the following link: http://ec.europa.eu/odr.

You may find the following information helpful when completing the ODR complaint form:

  • Our name: Danske Bank
  • Our email: cencomplaints_team@danskebank.co.uk
  • Our website address: www.danskebank.co.uk
  • Our geographic address: United Kingdom

If you have a complaint relating to invoice-finance agreements, please visit our Invoice finance page for further information.

​If you are a Corporate Opt-out Customer [see footnote] you are not eligible to refer your complaint to FOS. If you cease to be a Corporate Opt-out Customer you may be able to refer your complaint to FOS. We will have told you whether you are a Corporate Opt-out Customer either prior to 1 November 2009 or when you opened your account [if later than 1 November 2009].

Payment Services Regulations

You will also be able to contact the Financial Conduct Authority (FCA) or the Payment Systems Regulator (PSR) if you think that we may have broken the Payment Services Regulations 2017.

You can contact the FCA by writing to:

Financial Conduct Authority
12 Endeavour Square
London
E20 1JN
www.fca.org.uk/contact.

You can contact the PSR by writing to:

Payments Systems Regulator
12 Endeavour Square
London
E20 1JN
Email: PSRcomplaints@PSR.org.uk

The FCA and the PSR will use this information to inform their regulatory activities. More information can be found on the PSR factsheet.

If any part of your complaint relates to a product another company has provided (for example, an insurance product), we will send that part of your complaint to that company. We will do so promptly. We will also give you a final response to explain why we have sent that part of your complaint to the other company, and that company’s contact details.

Footnote:
A Corporate Opt-out Customer is a customer who is not a consumer, a micro-enterprise or a charity with a yearly income of less than £1,000,000 (one million pounds sterling). A micro-enterprise is a business or company that employs fewer than 10 people and whose yearly turnover or yearly balance sheet total (or both) is no more than €2,000,000 (two million euro). For full details of the definition, see the Commission Recommendation 2003/361/EC. This is available on the European Commission’s website.​​​​​​​​​​​​​​​​​​​​

Go on

Interested in other products?
If you are interested in some of our other products, you can find out more below.

Accounts
Deposits
Mortgages
Contact
0345 6002 882

Chat with us

General Service Mortgages Current Accounts Personal Loans Savings eBanking Guidance Technical Support  

 

Contact us

Customer information Useful numbers Book Appointment Become a customer eBanking FAQs

Find out more

Find a branch Danske Mobile Bank App Danske Tablet Bank App