We're listening

Your feedback is important to us as it helps us improve our products and service.

Alternatively you can contact us by telephone or in writing.

Also, from time to time we may ask you for your feedback by text or email.

Thank you for taking the time to provide feedback, your comments are greatly appreciated.

Complaints

Good or bad, we’d like to know about your experience with us, as it gives us an opportunity to do more of the things you like, put right those you don’t, and improve our service to you in the future. Please read our Complaints leaflet here.

Please visit the Feedback section of our website to leave your feedback.

How to raise your complaint

• By calling us on 0345 850 5555 (or on +44 (0)20 3375 6422 from outside the UK). This call will cost you no more than calls to fixed line phones (landlines). Calls may be recorded for monitoring and training and to help us manage your account.
• By sending us an email to complaints@cynergybank.co.uk
• Or you can write to us at:
  Cynergy Bank
  PO Box 17484
  87 Chase Side
  London N14 5WH

We are dedicated to resolving any complaint you have as quickly as possible. To help us do this, please make sure we have your contact details, including a daytime telephone number or your mobile number, so that we can discuss your complaint with you should we need to do so.

Our commitment to you

When we receive your complaint:

• We will write to you within three days to acknowledge your complaint and, where possible, resolve your issue.
• We will send our final response within eight weeks of receiving your complaint. We will update you at regular intervals while our investigations are ongoing.
• If your complaint is in relation to a payment service we will send our final response letter within 15 business days and in exceptional circumstances this will be a maximum of 35 business days.

Following our response

We aim to resolve your complaint to your full satisfaction. However, if you feel our response does not fully address your concerns, please let us know so we can understand if there is anything more that we can do.

If, after receiving our final response you remain dissatisfied, or eight weeks have passed since you first raised your complaint with us and you are an eligible customer,* you have the right to refer the matter to the Financial Ombudsman Service.

You have six months from the date of our final response to refer your complaint to them.

*eligible customer includes:

• All personal customers
• Micro-enterprises
• Guarantors
• Small Businesses with an annual turnover of less than £6.5 million and fewer than 50 employees
• Small Charities with an annual income of less than £6.5 million
• A Trustee of a Trust which has a net asset value of less than £5 million

The Financial Ombudsman Service

The Financial Ombudsman Service is a free independent service formed to help settle individual disputes between customers and financial services businesses by providing independent arbitration.

They will only investigate your complaint if you have already tried to resolve it with us or if it has been more than eight weeks since you first raised your complaint with Cynergy Bank.

You can contact The Financial Ombudsman Service by:

Phone

• 0800 023 4 567 - free for people ringing from a fixed line phone
• 0300 123 9 123 - calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs
• +44 20 7964 0500 - from outside the UK

Post

The Financial Ombudsman Service

Exchange Tower, London E14 9SR

Email

complaint.info@financial-ombudsman.org.uk

Online

www.financial-ombudsman.org.uk

Further details about the Financial Ombudsman Service will be provided with our final response letter.

Online Dispute Resolution Service

If you opened your account online you may be able to use the Online Dispute Resolution Service to refer your complaint to the Financial Ombudsman. The platform has been set up by the European Commission to enable customers resident in the European Union to resolve complaints online for products and services they purchased online.   

If you do contact the Online Dispute Resolution Service, you will need to quote our email address: complaints@cynergybank.co.uk

Complaints publication report

Good or bad, Cynergy Bank wants to know about its customers’ experiences. Complaints give us the opportunity to understand where things may have gone wrong, put things right and improve the products and services we offer to our customers.

Cynergy Bank, like many other firms, has published a summary of the number of complaints it has received in the first six months of 2020. The FCA will also publish this data as well as complaints data from other firms, where customers can transparently view and compare performance. Customers can access the FCA complaints data here.

Firm name: Cynergy Bank Limited

Period covered: 1 January 2020 – 30 June 2020

Period covered: 1 July 2019 – 31 December 2019

*Cynergy Bank Limited does not have any products or services in these categories.

Important information about call charges

We have recently introduced an 0345 number for UK customers as calls cost no more to an 0345 number than calls to fixed line phones (landlines). We will continue to operate this alongside our old 0845 number, which will be phased out. We recommend UK customers use 0345 850 5555 to call us to ensure you minimise your call charges.

Call charges to 0345 850 5555

Calls to 0345 numbers cost no more than calls to geographic numbers (landlines) and must be included in inclusive minutes and discount schemes offered by your phone provider in the same way.

Calls to 0345 numbers from mobile phones are subject to the tariff set by the mobile networks and may vary. They are included in free call packages. You should contact your network provider or visit their website for details.

You can find further information on call charges at www.moneysavingexpert.com

If you have a hearing or speech impairment you can contact us using Next Generation Text Service. More details on this service can be found in accessibility under hearing or speech impairment.