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Make a Complaint

We place great importance on providing the highest standards of service to all of our customers. But we know that sometimes we don't always get things right the first time. In these circumstances we encourage our customers to tell us about their complaint so we have the opportunity to put it right.

We want to

  • Make it easy for customers to raise a complaint
  • Listen to their concerns
  • Consider suggestions for how we can put matters right
  • Make sure all customers are satisfied with how their complaint was handled

We take complaints seriously. If you want to make a complaint whatever it's about we'll give it our full attention and we'll make sure it's dealt with by someone with the right knowledge and experience.

What to do

If you're not happy with any aspect of our service or products, you can tell us about your complaint in the following ways:

MINT Credit Cards

In writing

Customer Complaints Manager
MINT, Customer Service Centre
PO Box 5747
Southend- on- Sea
SS1 9AJ

By phone

Call us on 0370 410 0870. Customers with hearing and speech impairments can contact us by Minicom number 0800 141 3999.

MINT Loans

In writing

The Royal Bank of Scotland plc
PO BOX 15275
Solihull, B91 9PL

By phone

Call us on 0345 234 1078. Customers with hearing and speech impairments can contact us by Minicom number 0800 141 3999.

Mint Motor Insurance

In writing

Customer Relations Department
Mint Motor Insurance
PO Box 106
37 Broad Street
Bristol
BS99 7QN

By phone

Call us on 0370 024 0162. Customers with hearing and speech impairments can contact us by Minicom number 0800 141 3999.

MINT Home insurance

In writing

Customer Relations Department
Mint Motor Insurance
PO Box 106
37 Broad Street
Bristol
BS99 7QN

By phone

Call us on 0370 024 0060. Customers with hearing and speech impairments can contact us by Minicom number 0800 141 3999.

What we'll need to know

So that we can get to the bottom of your complaint straight away we need as much information as possible. To help us do this, please try to include the following information when you contact us.

  • Your contact details, including any daytime phone numbers.
  • Your credit card, loan agreement number or policy number.
  • What your complaint is about.
  • Any names or dates you've noted if you've already spoken to someone about this problem.
  • Any losses you've suffered.
  • What you'd like us to do to put things right.

What we'll do next

We'll do our best to resolve your complaint straight away. If we can't, we'll keep you updated step-by-step.

Step 1

If we can't resolve your complaint within one week we'll contact you, so you know who is dealing with it.

Step 2

We'll keep you updated regularly, but if you have any questions you'll be able to contact the team dealing with your complaint directly.

Step 3

We'll aim to resolve your complaint within two weeks. If for some reason we can't resolve it in this time, we'll keep you regularly updated on our progress until it's all sorted.

If you're not happy with our progress at any time, please call the team dealing with your complaint straight away.

The Financial Ombudsman Service

The Financial Ombudsman Service is an independent organisation. They look to sort out complaints that consumers and financial businesses haven't been able to resolve between themselves. If for some reason we haven't been able to resolve your complaint within eight weeks, or you're not satisfied with the resolution you can refer your complaint to the Financial Ombudsman Service. If you receive a final response letter from us and you want to contact the Financial Ombudsman Service, you'll need to do this within six months of receiving our final response letter. To find out more about the service visit www.financial-ombudsman.org.uk

You can contact the Financial Ombudsman Service
by writing to:
The Financial Ombudsman Service
Exchange Tower
LONDON
E14 9SR
Alternatively, you can phone them on 0800 023 4567.

Calls may be recorded. Max call charge from a BT landline is 6p plus up to 4p per minute. Business rates and calls from other networks may vary.