How to complain about OSBC

Here's some information about how to complain about the way we at OSBC dealt with your payment dispute or query.

This policy covers what to do if you are unhappy about:

the standard of service we provide
the behaviour of our team members
any action or lack of action by us, affecting an individual or group

You cannot use this process to complain if we decided your payment dispute was outside our remit, or about a decision we made in relation to your.

We want to help you resolve your payment disputes and queries as quickly, efficiently and as effectively as possible, so we need you to tell us when we get things wrong. If you have a complaint, please complete the enquiry form.

Stage 1

This is the first opportunity for us to resolve your complaint. We will aim to resolve the majority of complaints at this stage.

We will aim to send an acknowledgement within 5 working days and a dedicated member of the team will investigate and send you a full response within 20 working days.

If you wish to appeal this outcome you have a maximum of 28 days from the date of our letter/email to tell us if you are still dissatisfied and want your complaint progressed to the next stage.

Stage 2

At Stage 2, your complaint will be escalated to a senior member of the team who will independently review your original complaint and response. A summary of this review will be issued within 20 working days.

If you wish to appeal this outcome you have a maximum of 28 days from the date of our letter/email to tell us it you are still unhappy and request that your complaint is progressed to the next stage.

Stage 3

You can ask for an independent review by the Parliamentary and Health Service Ombudsman. Only an MP can make a complaint to the Ombudsman. You can identify your MP online, at your local library, or by asking Citizens Advice.