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Complaints policy

We want to help solve your problems

Though we always work to give our customers the best possible service, there may be times when you feel you've cause for complaint. If you do have a problem, we'd like to hear from you and be given the opportunity to put things right.

How to complain

There are three ways to get in touch with us to make a complaint:

  • By phone call us on 0845 602 2828
  • By email at bmsicomplainthandlers@birminghammidshires.co.uk
  • By post write to us at:
    Savings & Investments Customer Care
    Birmingham Midshires
    PO BOX 81
    Pendeford Business Park
    Wobaston Road
    Wolverhampton
    WV9 5HZ

If your query is urgent, contact our call centre on 0845 602 2828. We're open Monday to Saturday between 8am and 8pm. We aim to resolve your concerns within 24 hours. Sometimes it may take longer to look into the matter fully. If this happens, we will let you know within five bank working days who will deal with your complaint.

The staff at our call centre are best placed to deal with most complaints as they've day to day responsibility for running our customers' accounts. If they can't resolve your problem immediately, they'll refer your complaint to their manager.

Still not happy?

If you still feel we haven't resolved your complaint satisfactorily, you can ask the Financial Ombudsman Service to review it. The Ombudsman will only become involved after you have tried to resolve the issue directly with us first. There's no charge for using their service. You can find out more by visiting the Financial Ombudsman Service website

What to expect from us

When we write to you with our final response, we'll also explain your right to take your complaint to the Financial Ombudsman Service.

Our letter will include their contact details and give you information about your complaint to help you put your case to the Ombudsman, if that's what you decide.

Gross is the contractual rate of interest payable before the deduction of income tax at the rate specified by law.

*AER stands for Annual Equivalent Rate and illustrates what the interest rate would be if interest was paid and compounded once each year. As every advertisement for a savings product which quotes an interest rate will contain an AER, you will be able to compare more easily what return you can expect from your savings over time.

NET rates are illustrative only, allowing for the deduction of income tax at 20%. If you are a higher rate tax payer, you may have a further amount to pay. If we deduct more tax than you have to pay this can be reclaimed from HMRC.

Tax Free means free from personal liability to Income Tax.

For telephone line opening times, please read the information in our contact section. Calls may be monitored and recorded for security and training purposes. If you're calling from outside the UK, please dial +442920781145.

© Birmingham Midshires
This site is intended for UK residents unless otherwise stated.
Birmingham Midshires is a division of Bank of Scotland plc, which is authorised for accepting deposits by the Financial Services Authority. It is entered in the FSA's Register and its Register Number is 169628. Registered in Scotland No. SC327000. Registered Office: The Mound, Edinburgh, EH1 1YZ.
To contact the FSA Consumer helpline, please ring 0300 500 5000 or visit www.moneymadeclear.fsa.gov.uk.