Get in touch

We’re here to help. If you have any questions about our products or services, you can contact us by phone during office hours or by email.

There’s a friendly voice just a call away.

If you have any questions about our loans, mortgages or savings products, or you’re having trouble filling in an online form, phone us during office hours.

Savings

Opening Hours  (Exc. Bank Holidays)
Mon - Fri 9am - 5.30pm

 

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Loans - New Enquiries

Opening Hours (Exc. Bank Holidays)
Mon - Fri 9am - 9pm
Sat 9am - 5pm
Sun Closed

 

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Loans - Existing Customers

Opening Hours (Exc. Bank Holidays)
Mon - Thurs 8am - 8pm
Fri 8am - 6pm
Sat 9am - 2pm

 

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Point of Sale Loans

If you have taken a Shawbrook loan through one of our approved retail, home improvement or holiday partners, and would like to speak to us about your loan, please call us.

Residential Mortgages (55+)

Opening Hours (Exc. Bank Holidays)
Mon - Fri 9am - 5.30pm

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Residential Mortgages

Opening Hours (Exc. Bank Holidays)
Mon - Fri 9am - 5.30pm

Get in touch

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How to make a complaint

Shawbrook Bank is committed to providing quality service. If you are unhappy with our service in any way please contact us. 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 complete our online form.

Alternatively you can write to us at the following address:

Compliance Department
Shawbrook Bank Limited
Lutea House
Warley Hill Business Park
The Drive, Great Warley
Brentwood
Essex
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: 
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

 

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 http://ec.europa.eu/odr

Customer Complaints

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

For the reporting period 1 July 2017 to 31 December 2017

For the reporting period 1 January 2017 to 30 June 2017

For the reporting period 1 July 2016 to 31 December 2016

For the reporting period 1 Janurary 2016 to 30 June 2016

For the reporting period 1 July 2015 to 31 December 2015

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Complaints Form

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For your safety, please do not send security details such as passwords by email.

Fields marked with an asterisk are mandatory.

Please enter your postcode so we can put you in touch with a contact local to you