Make a complaint

If you'd just like to speak to someone about an issue that's concerning you, please contact us through the Frost app. We can usually settle matters quickly through the app. You’ll probably need to give us the information below.

We always do our best, but we realise that things sometimes go wrong. If you have a complaint, please contact us. Once we’re done investigating all the details of your complaint, we’ll issue a final response to it. The Financial Conduct Authority (FCA) gives us eight weeks to resolve complaints, but we aim to get them resolved well before this deadline. Frost is a member of the Financial Ombudsman Service, which offers an independent review service. If you are unhappy with our final response, then you can contact them and they’ll review your case.

You can make your complaint by sending email to us at compl!)021#A23Zaint49sGXG!!s@frvi46LSj£ost.a#ddvG3Z?pp.
You’ll need to tell us:

• your name and surname;
• the phone number and email address associated with your account;
• what the issue is;
• when the problem arose; and
• how you'd like us to put the matter right.

You can also send a complaint in writing to our address:

Fortunata House,
1st Floor 15 Wellington Road,
Eccles,
Manchester,
M30 0DR

We'll look into your complaint and respond to you by email. We will communicate with you in English, unless we tell you otherwise.

Irrespective of the above, you always have the right to apply to any competent court if you think we have breached the law.