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We know things sometimes go wrong, so in this section you'll find out how to make a complaint and information on the number of complaints we've received and sorted out.
We hope you'll never need to make a complaint to Egg, but we want to make it as painless as possible if you do.
It would be great to be able to deal with your concerns straight away, but we recognise that sometimes we won't be able to. But don't worry. We have an internal complaint escalation process that fully complies with the requirements of the Financial Services Authority.
Contacting us
Let us know what we've done wrong or what it is that you're unhappy with. You can tell us all about it by:
Sending us a
secure message (existing customers only), (After logging in simply select the option that most closely resembles your complaint).
Calling us on one of the telephone numbers below (existing customers and non-customers).
| Egg product | Telephone number |
Egg Cash ISA
Egg Investments
Egg Money Manager
Egg Mortgage
Egg Savings |
08451 233 233
Monday to Friday: 8am - 8pm
Saturday: 9am - 3pm |
| Egg Home Insurance |
0800 533 5941
Monday to Friday: 8am - 9pm
Saturday: 9am - 6pm
Sunday: 10am - 2pm |
| Egg Life and Critical Illness Insurance |
0845 640 2000
Monday to Friday: 9am - 5pm |
| Egg Motor Insurance |
0870 024 0096
Monday to Friday: 8am - 9pm
Saturday: 9am - 5pm
Sunday: 10am - 5pm |
| Egg Travel Insurance |
0800 519 9931
Monday to Friday: 9am - 5pm |
If you're contacting us by Text Relay (formerly known as Typetalk), you can contact us on 18001 0845 234 5627.
If you're calling from overseas, you can contact us on +44 1332 395 919. Our opening hours are Monday to Friday, 8am - 8pm and Saturday 9am - 3pm.
If we can't sort out your complaint there and then we'll take full details from you and arrange for the problem to be investigated and resolved as quickly as possible.
Writing to us
If you'd prefer to write to us, you can do so at the address below. Our Customer Relations Office will acknowledge your complaint promptly, no later than five business days from receipt of your complaint. They could be in touch by phone, post or email so please ensure your
personal details are up-to-date.
Their address is:
Customer Relations Office
Egg
PO Box 9366,
Derby,
DE99 3AL
The Customer Relations Office is open Monday to Friday, 9am - 5pm (excluding bank holidays).
Our aim is to resolve your problem ourselves. However, if you are not satisfied with our final response, or if eight weeks have passed since you first raised your complaint with us, you have the right to refer your complaint to the Financial Ombudsman. You can contact them at:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Telephone: 0845 080 1800
Fax: 020 7964 1001
Website:
www.financial-ombudsman.org.uk
Email*: enquiries@financial-ombudsman.org.uk
*Please be aware that sending information by email isn't a secure method of contact. If you send details of your complaint by email you should consider what information you include, to ensure your personal details aren't put at risk.
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You can see in the table below the number of complaints opened, how many were closed and the number upheld (found in the customer's favour) in the second half of 2011. We continually review the complaints we get to help improve our products and services, in line with our commitment to treating customers fairly.
We'll update this information every six months, with the next update due 31 August 2012.
Firm name: Egg Banking plc
Other firms included in this report: none
Period covered in this report: 1 July 2011 - 31 December 2011
Brands/trading names covered: Egg
| |
Number of complaints opened |
Number of complaints closed** |
Number of complaints closed within 8 weeks (%) |
Closed complaints upheld by Egg (%) |
| Banking (Egg Savings‡, Egg credit cards** and Egg Loans) |
1763 |
1936 |
92% |
18% |
| Home Finance (Egg Mortgages ‡) |
14 |
16 |
100% |
13% |
| General Insurance and Pure Protection (credit related insurance products) |
11048 |
12179 |
72% |
69% |
Investments
|
|
2 |
100% |
0% |
*There are sometimes more complaints closed than opened, why is this?
The column entitled 'Number of complaints opened' shows the total number of complaints which were opened in the six month period. The column called 'Number of complaints closed' shows all the complaints which were closed in that same period and includes some complaints which were opened before this reporting period.
** Egg Banking plc has transferred ownership of its credit card accounts to Barclays Bank plc. Complaints related to Egg credit cards and related insurances received after 29 April 2011 are reported by Barclays Bank plc and are therefore not included in the figures above.
‡ Egg Banking plc has transferred ownership of its savings and mortgage accounts to Yorkshire Building Society. Complaints related to Egg savings and mortgage accounts and related insurances received after 31 October 2011 are reported by Yorkshire Building Society and are therefore not included in the figures above. You can find details of YBS’s complaints data on their website at http://www.ybs.co.uk/your_society/contact_us/report.html
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Egg Home > Help > Complaints > 
