Contacting us

If you require any further information, you can contact us the following ways:

New Customers

Call Direct Mortgages on 0845 603 6096*
Lines are open 8.30am - 6pm Monday to Friday and 10am - 1pm Saturday.

Fax: 0117 909 0042
Email: direct.mortgages@bristol-west.co.uk

Or write to:
Bristol & West Mortgages
PO Box 27
One Temple Quay
Bristol
BS99 7AX

Existing customers

Call our Customer Advantage Department on 0800 953 8888*
Lines are open 8.30am - 6pm Monday to Friday and 10am - 1pm Saturday.

Email address: customer.advantage@bristol-west.co.uk

Or write to:
Bristol & West Mortgages
PO Box 27
One Temple Quay
Bristol
BS99 7AX

Press enquiries

Please contact:
Sandra Grandison
Corporate Communications Manager
Tel: 0207 634 3477
Email: sandra.grandison@boiuk.com

Head Office

If you need to contact any Head Office departments or if you are unsure who you need to contact, please use the telephone number below:

Bristol & West Mortgages
One Temple Quay
Bristol BS99 7AX

Tel: 0117 979 2222*
Fax: 0117 929 3787

Availability 8am to 6pm Monday to Friday Please note that we can only respond to enquiries relating to or from within the UK.

How to complain

If you have a complaint about our service, please tell us. We want to put things right - first time. Your comments will help us improve.

Step 1

Speak or write to the business centre or department whose service you want to complain about. We can usually sort things out straight away. If we can't, we'll tell you how long it will be before we can give you an answer.

Step 2

If you're still not happy, speak or write to one of our Customer Relations Centres, who can be contacted on 0117 943 7220. Our lines are open from 9.00 am to 5.00 pm Monday to Friday. We'll take the details and pass it to the right person, who'll ring you back within two working days. If you want to write, send it to:

Customer Relations Mortgages
Bristol & West Mortgages
PO Box 27, One Temple Quay
Bristol, BS99 7AX
Email address: lending.resolutions@bristol-west.co.uk.

When we get your letter we'll reply within five working days. We'll always deal with your complaint as quickly as we can and we aim to resolve it within 15 working days. However, in some cases it may take us a little longer. If so, we'll write to let you know what stage your complaint's at, within four weeks of getting it.

If we can't deal with your complaint within eight weeks of receiving it we'll write and explain where we are and what we plan to do next. If at this stage you're not happy you can refer it to the Financial Ombudsman Service.

Step 3

If you have a complaint which we don't resolve to your satisfaction, the Financial Ombudsman Service may help. They can help resolve disputes between banks and their customers, they're entirely independent, and the service is free. Ask us for a leaflet or contact the Financial Ombudsman Service at:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
Phone: 0845 080 1800
Email: enquiries@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

*All calls will be recorded for training and monitoring purposes.