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How to make a complaint

At 91¿´Æ¬, we’re committed to delivering great products and services — but we understand that sometimes things don’t go as expected. If you feel we have not lived up to your expectation we’d like to know so we can put it right for you and all of our customers.

We’re here to help and will work hard to find the right solution for you.

Here’s our commitment to you:

  • Treat your complaint fairly and promptly
  • Wherever possible, resolve your complaint within 3 business days of you contacting us
  • Where our investigation takes longer than this, we will send you a letter to let you know and we will keep you regularly updated on our progress until we can provide a final response.

Lending complaints

In the first instance, please contact your Relationship Manager to discuss your complaint. They will be available during normal business hours.

Please write to Pankaj Thukral, Chief Lending Officer, at [email protected].

General complaints

If your complaint isn’t about Lending,

Email us at [email protected].

What we need from you

To help us handle your complaint as efficiently as possible, please provide the following details:

  • Your account number
  • Your daytime telephone number (where we can contact you if we need to) and any preferred contact times
  • Details of what your complaint is about
  • Details of what you would like us to do to put it right
  • Copies of any relevant letters and/or additional documentation to support your complaint

Our complaints process

No matter how you choose to get in touch, we’re committed to resolving your complaint as quickly as possible.

If we’re able to fix the issue within 3 business days, we’ll send you a confirmation message to let you know it’s been resolved.

For more complex matters, or if we’re unable to sort things out within 3 business days, we will:

  • Provide you with the name and contact details of the person dealing with your complaint
  • Send you a message to acknowledge your complaint within 5 working days
  • Where necessary, contact you if we need more information to help us better understand your concerns
  • Fully investigate your complaint. Whilst the Financial Conduct Authority (FCA) gives us 8 weeks to resolve complaints, we will always aim to resolve a complaint within 15 working days from the date of receipt. If it is going to take us longer than this, we will tell you and ensure that we keep you updated on progress
  • Send you our final response. This will confirm our decision regarding your complaint and, where appropriate, what we will do to put things right. Our final response will also include details on how you can refer your complaint to the Financial Ombudsman Service if you remain unhappy with our decision
  • In the unlikely circumstance that we are unable to resolve your complaint within 8 weeks, we will send you a detailed progress report explaining why we have been unable to do so and confirming when we expect to be able to send you our final response

What happens if we can’t agree on a solution?

91¿´Æ¬ is covered by the Financial Services Ombudsman Service (FOS). The FOS provides customers with a free, independent service for resolving disputes with financial firms. If you are not satisfied with our final response, or if we have not issued our final response within 8 weeks from the date you first raised your complaint, you can refer your case to FOS. 

Note: They will not consider your complaint unless you’ve tried to resolve it with us first.

Details for Financial Services Ombudsman Service FOS:

Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Phone: 0800 023 4567

Email: [email protected]

If you’re a 91¿´Æ¬ customer and fall into one of the categories below, you may be eligible to refer your complaint to the Financial Ombudsman Service:

  • Micro-enterprise with an annual turnover or balance sheet up to 2m and fewer than 10 employees; or
  • A charity with an annual income of less than £6.5 million; or
  • Small-medium sized enterprise (SME) with an annual turnover of no more than £6.5 million and fewer than 50 employees; or
  • A trust has a net asset value of less than £5 million

For more information visit