Feedback and Complaints

Need some help?

If you can’t find what you are looking for and need some help, visit our help page: 

Want to give us some feedback?

As a new bank, your comments are important to us and will help us improve what we do.

We would really like to hear your feedback. Whether you have received a great service or have any suggestions on what we could improve on. Please email us at admin@servicing.perenna.com to get in touch.

Want to make a complaint?

We always try to give you the best possible service, but we don’t always get it right. If you let us know when something goes wrong, this gives us the chance to fix the problem and help prevent the same mistakes from happening again. 

To help us deal with your complaint as quickly as possible, please contact us using the details below. 

Tell us what happened, including how you would like us to put things right.

I’m applying for a Perenna mortgage

If your complaint is about your application or the service you’ve received, contact us: 

• By phone: 0333 344 1013, Monday to Friday 9.30am – 12pm and 1pm – 5pm 
• By email: mortgageservicing@perenna.com 
• In writing: Perenna Bank PLC, PO Box 1308, Uxbridge, UB8 9RA

I already have a Perenna mortgage

If your complaint is about managing your mortgage, contact us: 

• By phone: 0333 038 2430, Monday to Friday 9am – 5.30pm 
• By email: admin@servicing.perenna.com 
• In writing: Perenna Bank PLC, PO Box 1308, Uxbridge, UB8 9RA

I have a Scroll second charge mortgage

If your complaint is about a Scroll second charge mortgage, contact Scroll directly: 

• By phone: 0121 828 5885, Monday to Friday 9am to 5.30pm 
• By email: customer.services@scrollfinance.com 
• In writing: 211 Regus, Central Boulevard, Blythe Valley Park, Solihull, B90 8AG

Not sure who to contact?

Contact us on any of the options above and we’ll send your complaint to the right team.

What happens next?

We take all complaints seriously and we’ll conduct a thorough investigation. We will try to fix things as quickly as we can for you, and we’ll keep you updated along the way.

Our complaints procedure leaflet explains how we will deal with your complaint and how you can contact the Financial Ombudsman Service if you are unhappy with our response.

Complaints Procedure

Financial Ombudsman Service.