At StreamBank we always aim to provide you with excellent products and services However, we do recognise from time to time things may go wrong. If you are unhappy with our service, please let us know. 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 call 02039734677 or email our customer care team customercare@streambank.co.uk or alternatively complete our online complaints form.
Alternatively, you can write to us at the following address:
Complaints team
StreamBank Customer Care Team
Capital Tower, 23rd Floor
Greyfriars Road,
Cardiff
CF10 3AG
How a complaint will be handled
You will receive confirmation acknowledging your complaint. This will be sent within 10 days. We always aim to investigate complaints as quickly as possible, but if your complaint is still open after 4 weeks, we’ll write to you with an update. If your complaint is still open after 8 weeks we’ll write again.
Our final decision
Our Complaints Department may try and speak to you via telephone but we will always provide a response in writing or by email. This will let you know our decision related to your complaint, along with our reasons for reaching our decision. An email and telephone number will also be provided in every letter for you to contact us should you wish to discuss this further.
If you are dissatisfied with our final response, you may be able to refer the matter to the Financial Ombudsman Service for review. If this is the case, we will inform you in writing.
If you wish to refer a complaint to the Financial Ombudsman you must do so within 6 months from the date of our final response.
Postal address: The Financial Ombudsman Service, Exchange Tower, London E14 9SR
Telephone number: 0300 123 9 123
Website address: http://www.financial-ombudsman.org.uk/consumer/complaints.htm