How to make a complaint

At Shawbrook, we are committed to providing a quality service. If you have a query or would like to provide some feedback, please visit our contact us page.

If you are unhappy with our service, please let us know. A leaflet is available which provides details of our customer complaints procedure, this will be sent to you on request or if you make a complaint.

Your opinion is greatly valued and we take all complaints very seriously, if something has gone wrong we will do whatever we can to put it right.

Should you have a complaint, or if you are dissatisfied in any way, please call or email our customer services team. If they have been unable to resolve your complaint, please complete our online complaints form.

Alternatively, you can write to us at the following address:

Complaints team
Shawbrook Bank Limited
Lutea House
Warley Hill Business Park
The Drive, Great Warley
CM13 3BE


Need some more help?

You have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date of your final response letter.

If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances. 

Further information can be found at:

The Financial Ombudsman Service
Exchange Tower
E14 9SR 

Free Phone Number: 0800 023 4567
Low Cost Number: 0300 123 9123


Online Dispute Resolution

The European Commission also provides an on-line dispute resolution (ODR) platform which allows consumers to submit their complaint through a central site which will forward the complaint to the right Alternative Dispute Resolution scheme. In relation to Shawbrook Bank this is Financial Ombudsman Service and you contact them directly using the contact details above. For more information about ODR please visit

Customer Complaints

Click below for the customer complaints data for Shawbrook Bank Limited: