If you have a complaint
Letting us know you’re unhappy with the service you receive is the best way of ensuring that we have an opportunity of putting matters right for you and improving our service in the future for you and all our customers.
In the first instance you should raise your concern with the person or department you have been dealing with and they will endeavour to resolve your problem straight away. If you aren’t satisfied with the action they take you can make a formal complaint by contacting:
Complaints team
Hampshire Trust Bank,
80 Fenchurch St,
London
EC3M 4BY
To help us investigate and resolve your complaint as quickly as possible it would be helpful if you could provide the following information:
- Your name and address
- Your account or loan number
- Contact details, including your mobile, email and/or landline
- A clear description of your complaint
- Details of how you would like your complaint resolved
What we will do to resolve your complaint
We will do our best to resolve your complaint as quickly as we can.
Where we cannot resolve your complaint quickly (within the first 3 business days of receiving it), we will promptly send you a written acknowledgment.
Sometimes these things can take longer. In these cases, we will send an update of our progress within 4 weeks of us receiving your complaint and we will send our final response, at the very latest, within 8 weeks of when we received you complaint.
If your complaint relates to payment services, we aim to provide our final response within 15 business days from the date we receive it. This timeframe may extend to 35 business days if circumstances beyond our control cause a delay. Should this happen, we’ll keep you informed.
If you are still unhappy
If you are still unhappy with our response to your complaint, you may be able to refer it to the Financial Ombudsman Service (FOS). The FOS was set up by the Government to support unresolved disputes between financial service firms and their customers. The service they provide is completely impartial and aims to provide fair and reasonable resolutions. They can be contacted at:
The Financial Ombudsman Service
Exchange Tower,
London
E14 9SR
T: 0800 023 4567
E: complaint.info@financial-ombudsman.org.uk
W: www.financial-ombudsman.org.uk
If your complaint is about car finance
On 11 January 2024, the financial services regulator, the Financial Conduct Authority (FCA), announced it would be completing a review of the car finance market to ensure that any consumers that may have suffered a loss due to poor practices are compensated. On 3 December 2025, the FCA provided a further update. The update confirms that the pause on firms’ timescales for responding to these complaints has been extended until after 31 May 2026.
On 30 March 2026, the FCA confirmed they were going ahead with a motor finance redress scheme and explained that if you had used finance to buy a car, motorbike or van between 6 April 2007 and 1 November 2024 you may be owed compensation.
We are reviewing the FCA’s motor finance redress policy statement and will respond in line with our legal and regulatory obligations. Customers who have already complained do not need to take any action. More information is available at www.fca.org.uk/carfinance.
To make an enquiry or submit a complaint about commission, please contact us at commissioncomplaints@htb.co.uk.