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Mon-Fri 9:00am – 5:30am.
Calls may be recorded.

Customer Service numbers

Customers

What to do if you need to complain

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 managing your mortgage page. If you need something urgently, please contact us using the details in tabs ‘accounts beginning with #1’ and ‘accounts beginning with #2’.

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 using the details on the tabs entitled ‘accounts beginning with #1’ and ‘accounts beginning with #2’. 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
Lutea House
Warley Hill Business Park
The Drive, Great Warley
Brentwood
Essex
CM13 3BE

Bluestone Mortgages is powered by Shawbrook Bank.

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 won't reply but all feedback gets regularly reviewed so we can find ways to improve our service.

Feedback Form

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.

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.

Make a complaint on behalf of someone else
Complaint Form

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

Call us

Our lines are open

Mon-Fri 9:00am – 5:30am.
Calls may be recorded.

Customer Service numbers

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