Help with a complaint

We’re really sorry we’ve let you down.

Sometimes things go wrong and we encourage customers to tell us about it. Let us know what's happened so we can aim to put it right.

Let us help you

Many complaints can be resolved with some help from our guides.

Getting in contact with us

If the guides shown above didn't help you, please get in touch selecting the best option for you.

Mobile Banking app

Mobile Banking app

Message us 24 hours a day 7 days a week.

If you use our app, you can select 'Support' then 'Message us', and we'll be ready to help.

How to get our app

Over the phone

Over the phone

0800 072 9779

(24 hours a day, 7 days a week).

Calling from abroad or if you prefer not to use the 0800 number, call us on +44 (0)113 366 0167 or +44 (0)113 366 0141 for textphone.

Textphone

Textphone number for hearing impaired customers 0800 056 7294 (9am-5.00pm, 7 days a week).

In branch

In branch

Come and see us in any of our branches to talk to a member of the team.

Find your nearest branch
  • Secure Online Form

    Please note that we're currently prioritising our most vulnerable customers. This means it could take between 1-8 weeks for us to come back to you with a resolution.

    If you need help more urgently with a product or service, please use our help and support page. If you can't find what you're looking for please call us, or send us a message using our Mobile Banking app.

    Please note: By completing this form you consent to us recording all the details you share, however we'll only use what you tell us in relation to this complaint.

    Complain online

    Letter

    If you contact us online we will receive your complaint/feedback sooner.

    If you choose to write to us, please include your account details and address along with the above information.

    You can write to us at:
    Head of Customer Services
    Royal Secure
    PO Box 761
    Leeds
    LS1 9JF

What happens next?

We'll always try to resolve your complaint as quickly as possible. Where we can’t resolve your complaint in the moment, we’ll take it away and aim to sort out things as soon as we can. We’ll keep you updated along the way.

Five days

Five days

If we haven’t managed to resolve your complaint within 5 working days we’ll contact you with an update/acknowledgement.

Four weeks

Four weeks

If we’re still investigating your complaint at 4 weeks, we will contact you to let you know.

Eight weeks

Eight weeks

We will send you a final response within 8 weeks, however our aim is to resolve your complaint well before this.

However, if your complaint is about a payment or a payment service (such as a Direct Debit or account statement) we aim to respond within 15 days. Sometimes we may take up to 35 days to respond. If so, we’ll let you know.

What can I do if I'm still unhappy?

Royal Secure is a member of the Financial Ombudsman Service, which offers an independent review service. So, if you're still not happy with the agreement we have proposed, you can ask the Financial Ombudsman Service to look at your case for free.

 We can provide details of how to contact the Ombudsman:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 023 4 567

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

Mobile Banking: Mobile Banking is available to Online Banking customers. We don’t charge you for Online Banking but your mobile phone provider may charge for some services. Please check with them. Phone signal and functionality may affect services. Terms and conditions apply.

Mobile Banking app: Our app is available to Online Banking customers with a UK personal account and valid registered phone number. It’s only available to iPhone and Android users. Minimum operating systems apply, so check the App Store or Google Play for details. Our app does not work on jailbroken or rooted devices. You must register your device.

Apple and the Apple logo are trademarks of Apple Inc., registered in the U.S. and other countries. App Store is a service mark of Apple Inc. Google Play is a trademark of Google LLC. Terms and conditions apply.

Royal Secure is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.

Calls and online sessions may be monitored and recorded. Not all Telephone Banking services are available 24 hours a day, 7 days a week.