Get in touch | How to complain

Customer Care

We understand that things don’t always go to plan, here's who to get in touch with when you need us.

Overview

We strive to give you the highest standards of products and services. We understand that things don’t always go to plan, and there may be times when we don’t live up to your expectations. If this happens, we want you to tell us. We’ll do our very best to put things right, as quickly as possible and to your satisfaction.

We hope to resolve issues as soon as we know about them. However, if you feel we haven’t achieved this, we have clear and simple procedures in place to make sure we handle your case fairly, sensitively and in line with requirements set by the Financial Conduct Authority. We will also try to make sure that we fix the root cause of problems so that we don’t make similar mistakes again.

Our complaints procedure

We will fully investigate every complaint about our financial services. Even if your complaint relates to a particular policy decision and we are not necessarily able to change things, we will explain it to you.

We want to resolve your complaint straightaway and, in the majority of cases, the first person you speak to will usually be able to resolve things for you, after which you will receive a letter confirming the resolution of your complaint. If we've not been able to do that by the end of the third business day after we've received your complaint, we'll write to you to acknowledge your complaint and tell you who is dealing with it.

We will then keep you up to date while we are investigating your complaint, until we provide you with a formal resolution letter, as part of our procedure. In most cases reaching this stage, we will be able to resolve your complaint within two weeks of receiving it.

In exceptional circumstances, particularly where your complaint is complex, it may take over eight weeks to resolve matters for you. If the complaint is about a payment service we will try our best to resolve this within 15 days. We will write to you to let you know when you may be able to contact the Financial Ombudsman Service (FOS) to review your complaint.

If you’re unhappy with our final response to your complaint, you can ask the Ombudsman for an independent review. See the section below for further details on the FOS.

Current products

Life Insurance ( including Over 50's Life Insurance Plan)

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Product	Telephone	Complaints contact details
All policy holders	0370 010 40 80 **	Sainsbury's Life Insurance Complaints Department Legal & General Assurance Society Limited Knox Court 10 Fitazalan Place Cardiff CF24 0TL

Pet Insurance

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Product	Telephone	Complaints contact details
Pet Insurance policies taken out from October 2019 or renewed since 24th February 2020. Policies start with PETSB. Underwritten by Pinnacle Insurance Ltd	0344 543 1032 **	Sainsbury’s Pet Insurance 4th Floor Limelight Elstree Way Borehamwood Hertfordshire WD6 1JH
Pet Insurance policies taken out before October 2019 and not renewed since 23rd February 2020. Underwritten by Allianz Insurance plc	0330 100 7915 **	Sainsbury’s Pet Insurance Great West House (GW2) Great West Road Brentford Middlesex TW8 9DX

Travel Insurance

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Product	Telephone	Complaints contact details
All policy holders	0345 305 2624 Lines are open: 9am to 5pm Mon-Fri and are closed, Sat-Sun.	You can email us at travelcomplaints@insurance-sainsburysbank.co.uk Or you can post in writing to: Hood Group Ltd 2nd Floor Dencora Court Tylers Avenue Southend-on-Sea SS1 2BB

Travel Money

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Product	Telephone	Complaints contact details
Travel Money	Please raise any queries with your local bureau in the first instance. Alternatively, please contact the Travel Money Service Team on 0330 022 4577. Lines are open: October to May: Mon-Fri – 08:30 to 19:00 Sat – 09:00 to 18:00 Sun – 10:00 to 18:00 June to September: Mon-Fri – 08:30 to 20:00 Sat – 09:00 to 18:00 Sun – 10:00 to 18:00	To make a complaint, please contact: Sainsbury’s Travel money Fexco 15 Galena Rd Hammersmith W6 0LT customerservices@sainsburystravelmoney.co.uk 0330 022 4577
Travel Money Card	Please raise any queries with your local bureau in the first instance. Alternatively, please contact the Travel Money Card Service Team on 0203 788 4600. Lines are open: 24 hours a day, 7 days a week (except Christmas day).	To make a complaint, please contact Mastercard Card Services directly as follows: Mastercard Card Services Service Quality Access House Cygnet Road Peterborough PE78FJ Prepaidmgmt_Globalcomplaints@mastercard.com 0203 788 4600 **

Historic products

Car Insurance

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Product	Telephone	Complaints contact details
If you took your policy out on or after 1 February 2017	0345 266 1670 ^ Lines are open: 9am to 5:30pm Mon-Fri and are closed Sat-Sun.	Sainsbury's Bank Insurance PO Box 4996 WORTHING BN11 9AT You can also email us: complaintscar@sbinsurance.co.uk When using our email address, please remember to include your full name, address, date of birth and policy number so we can manage your complaint without any delay. Please do not include any other personal information. This email address should be used for car insurance complaints only. To keep your information safe, please don’t send us any other personal information. When using our email address please note this is just for car insurance complaints , so please refer to our FAQs if you have other queries. To help us deal with your complaint quickly, please provide us with a clear explanation of what has happened and what we can do to help you.
All other policy holders	0345 608 6034 **	Sainsbury’s Car Insurance The Observatory Reigate Surrey RH2 0SG

Credit Cards

Ownership of certain credit card accounts transferred to NatWest on 1 May 2025. From 3 October 2025, any new and ongoing complaints relating to a transferred credit card account will be handled by NatWest. You’ll find more information about complaints, disputes and claims at money.sainsburys.co.uk/accountsupport

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Product	Telephone	Complaints contact details
Credit card accounts that did not transfer to NatWest on 1 May 2025	Unfortunately, we can no longer handle complaints by phone.	You can email us at contactus@sainsburysbank.co.uk When using our email address, please remember to include your full name, address and date of birth so we can manage your complaint without any delay. Please do not include any other personal information. To help us deal with your complaint quickly, please provide us with a clear explanation of what has happened and what we can do to help you.
Credit card accounts that transferred to NatWest on 1 May 2025	Contact NatWest on 03703 33 90 91	NatWest Card Services PO Box 5427 Southend-on-Sea SS1 9AJ

Home Insurance

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Product	Telephone	Complaints contact details
If you took your policy out on or after 1 February 2017 and it is underwritten by any insurer other than UK Insurance Limited	0345 266 1660 ^ Lines are open: 9am to 5:30pm Mon-Fri and are closed Sat-Sun.	Sainsbury’s Bank Insurance PO Box 4996 WORTHING BN11 9AT You can also email us: complaintshome@sbinsurance.co.uk Please remember to include your full name, address, date of birth and policy number so we can manage your complaint without any delay. Please do not include any other personal information. This email address should be used for home insurance complaints only. To keep your information safe, please don’t send us any other personal information. When using our email address please note this is just for home insurance complaints , so please refer to our FAQs if you have other queries. To help us deal with your complaint quickly, please provide us with a clear explanation of what has happened and what we can do to help you.
1 February 2012 and 2 March 2017 and it is underwritten by UK Insurance Limited	0800 206 1964 * 01903 636 964	Sainsbury’s Home Insurance Customer Relations Churchill Court Westmoreland Road Bromley BR1 1DP

Loans

Ownership of certain loan accounts transferred to NatWest on 1 May 2025. From 31 October 2025, any new and ongoing complaints relating to a transferred loan account will be handled by NatWest. You’ll find more information about complaints, disputes and claims at money.sainsburys.co.uk/accountsupport

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Product	Telephone	Complaints contact details
Loan accounts that transferred to NatWest on 1 May 2025	Contact NatWest on 03703 33 90 91	Customer Relations Manager 1st Floor 2 St Phillips Place Birmingham B3 2RB
Credit card accounts that transferred to NatWest on 1 May 2025	Contact NatWest on 03703 33 90 91	NatWest Card Services PO Box 5427 Southend-on-Sea SS1 9AJ

Savings

Ownership of certain savings accounts transferred to NatWest on 1 May 2025. From 7 November 2025, any new and ongoing complaints relating to a transferred savings account will be handled by NatWest. You’ll find more information about complaints, disputes and claims at money.sainsburys.co.uk/accountsupport.

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Product	Telephone	Complaints contact details
Savings accounts that did not transfer to NatWest on 1 May 2025	Unfortunately, we can no longer handle complaints by phone.	You can email us at contactus@sainsburysbank.co.uk When using our email address, please remember to include your full name, address and date of birth so we can manage your complaint without any delay. Please do not include any other personal information. To help us deal with your complaint quickly, please provide us with a clear explanation of what has happened and what we can do to help you.
Savings accounts that transferred to NatWest on 1 May 2025	Contact NatWest on 03703 33 90 91	Customer Relations Manager 1st Floor 2 St Phillips Place Birmingham B3 2RB

* Telephone calls may be recorded for security purposes and monitored under our quality control procedures. Calls are free from a landline and from a mobile when calling from the UK.

** Calls are charged at local rates from landline and mobiles.

*** Calls cost 2p per minute plus your phone company's access charge.

^ Calls are charged at local rates from landlines and mobiles. We may record or monitor your call for security reasons, and to help us improve our customer service.

The Financial Ombudsman Service

We are committed to resolving your complaint to your satisfaction and hope that together we can reach an agreement. The Financial Ombudsman Service exists to help resolve complaints and disputes as an impartial adjudicator, within the existing law. The Bank has agreed to accept the awards and impartial decisions made by the Financial Ombudsman.

As mentioned in our complaints procedure, if you’re unhappy with our final response to your complaint, you can ask the Ombudsman for an independent review. The Ombudsman offers a free independent service, but before they look at your complaint, they will ask you to give us the opportunity to put things right for you.

Here's how to contact the Financial Ombudsman:

Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR

Telephone: 0800 0234 567 or 0300 123 9 123
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk