Complaints
If you have a complaint...
We want to know straight away if we can improve in any way, and welcome your feedback. We appreciate it when customers take the time to either call or write to us with a complaint, as we genuinely want to resolve any problems. If we haven't met your expectations, please let us know.
Every six months we publish our latest complaints data. Please click here to find out how we are currently performing
STAGE 1:
Contact us with your complaint
You can contact us either by phone or in writing at:
Savings and mortgages
ING Direct
FREEPOST NATW1784
Reading
Berkshire
RG6 1BR
Tel: 0845 603 8888
Home Insurance
ING Direct Home Insurance
Civic Drive
Ipswich
Suffolk
IPA 2AN
Tel: 0845 608 0881
We will try to resolve your complaint straight away. However, if we can't resolve your complaint immediately, we will take your details, and arrange for the complaint to be fully investigated and researched as soon as possible. We will contact you within five business days with
a response.
The cost of calls to 0845 numbers varies. Please check the rate with your phone provider.
STAGE 2:
Dissatisfied with our response?
Should you be dissatisfied with our final response to your complaint, you can escalate your complaint to the Financial Ombudsman Service. You must refer this matter to the Financial Ombudsman Service within 6 months from the date on our final response letter. You can contact them at:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Tel: 0845 080 1800
www.financial-ombudsman.org.uk
If you would like a copy of our complaints procedure please print this page out for your records.