Making a complaint, raising a dispute or giving feedback
At Shawbrook, we know things can go wrong sometimes. If you haven't received the service you expect from us at Shawbrook, or you've been let down by one of the partners we provide finance for, we want to help you resolve things as quickly as we can.
Just need a helping hand?
If you don't want to make a complaint, but still need some help, you might find the answer you need in our help centre. If you need something urgently, please contact us.
Give us feedback
If you simply want to provide feedback and don't want to raise a complaint, our feedback form lets you do that.
We don't respond directly to feedback given on this form. However, all feedback gets reviewed regularly so we can find ways to improve the service we provide.
If you're unhappy with something we helped you buy
We work with different partners to provide finance to customers. Usually, it's an arrangement where you get the goods or services you want now, and arrange to pay it off over a period of time. This might be called a 'point of sale' loan, or 'partner finance'.
If the supplier arranged finance through Shawbrook, and you're unhappy with the goods or services you have received, you can raise a dispute through us, using our complaint form.
What you need to know before raising a dispute
When can you raise a dispute?
You may be able to raise a dispute if:
- The goods or services we financed for you haven't been received, or aren't as described.
- The installation of a product that we financed for you was not completed with reasonable care and skill, and is unsatisfactory or has caused further damage.
- The item(s) have developed a fault.
Before you raise a dispute with us, you may wish to give the supplier the chance to put things right first. They're likely to be quicker in addressing your issues. You'll find their details on any order documents or contracts they have provided for you.
If you've already done this (or the supplier has ceased trading), you can raise a dispute through us.
How to raise a dispute
- Write a covering letter providing the full details of your claim, which includes any steps taken so far to resolve with the company directly.
- Provide any documents received at the point of sale (Quotations, Contracts, Surveys, Inspections, Terms and Conditions etc).
- Fill in the complaints form, and upload the covering letter and any supporting documents you have with the form.
Depending on the claim, we may ask for other documents. We'll contact you if we need anything else.
Please upload documents to the form wherever possible. If you want to submit your claim by post, you can do so using the address on this page. If you're sending documents in the post, please send photocopies, not the originals.
What will happen next?
Once we have received your form we will investigate this in line with our disputes procedure. A copy of this, and Frequently Asked Questions (FAQs) will be sent to you with our acknowledgment of your dispute.
Make a complaint on behalf of someone else
If you're making a complaint or raising a dispute on behalf of someone else (if you're from a claims management company, or making a complaint on behalf of a family member for example), please use our dedicated third party complaint form.
Making a complaint
If you are unhappy with our service, please let us know.
A leaflet is available which provides details of our customer complaints procedure. We'll send this to you if you ask us, or if you make a complaint.
We value your opinion and take all complaints very seriously. If something has gone wrong we will do whatever we can to put it right. If you'd like to make a complaint, you can contact us, or you can make a complaint by emailing CustomerResolution@shawbrook.co.uk.
If you'd prefer to send your complaint to us by post, you can write to us at the following address:
Complaints team
Shawbrook Bank Limited
Floor 10
40 Leadenhall Street
London
EC3A 2BJ
Regulated motor finance commission complaints
The Financial Conduct Authority (FCA) has introduced an industry-wide scheme for certain motor finance customers who may have been treated unfairly because of commission arrangements between lenders and motor dealers or brokers.
The scheme may apply to some motor finance agreements entered into between 6 April 2007 and 1 November 2024 where a commission arrangement existed.
Current position
The FCA's redress scheme is currently subject to legal proceedings. As a result, parts of the scheme have been suspended while the courts consider the challenges that have been brought against it.
We will continue to follow FCA requirements and will contact customers affected by the scheme as further information becomes available.
Do I need to make a complaint?
You do not need to use a claims management company or other representative to raise a complaint. If you believe your motor finance agreement may be affected, you can contact us directly, free of charge.
If you have already contacted us about motor finance commission, there is no need to submit another complaint. We will continue to review your case and will contact you if we need any further information.
What happens next?
Where required under FCA rules, we will continue to review motor finance commission complaints and provide updates to customers.
If your complaint falls outside the FCA's motor finance redress scheme, or is not affected by the current legal proceedings, we will continue to handle it in line with the usual FCA complaint-handling requirements.
Request information about your motor finance agreement.
If you would like information about a motor finance agreement with us, please complete our Motor Finance Commission Query Form and we will respond as soon as possible.
Financial Ombudsman Service
If you are unhappy with our final response to your complaint, you may be able to refer your complaint to the Financial Ombudsman Service (FOS). We will explain your referral rights when we respond to your complaint.
Request information on your motor finance agreement
If you believe that you are impacted by commission on your motor finance agreement, please complete the motor finance commission query form. We aim to get back to you within 10 working days.
Using a third party to make your complaint
We treat any complaints raised by a claims management company as if you'd raised it yourself. However, they may charge you a fee for their services.
If you're a customer, you can make a complaint easily, and for free, by emailing CustomerResolution@shawbrook.co.uk.
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:
www.financial-ombudsman.org.uk/consumer/complaints.htm
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Free Phone Number: 0800 023 4567
Low Cost Number: 0300 123 9123
Email: complaint.info@financial–ombudsman.org.uk
Customer Complaints
Click below for the customer complaints data for Shawbrook Bank Limited: