Complaints

If we have got something wrong, we want to hear about it and put it right. This page explains how to tell us and what happens next.

Last updated 5 October 2026

How to make a complaint

  • In online banking. Open a thread from the Support page and start the subject with "Complaint". This is the quickest way, because we can see your accounts and the whole conversation stays in one place.
  • By email. Write to info@silvermerebank.com from the address on your profile.

Tell us what happened, when it happened, the account or payment involved, and what you would like us to do. If you have screenshots or documents, attach them. Never include your password or PINs.

What happens next

  • We reply in writing to confirm we have your complaint and to tell you who is looking into it.
  • We look at your records and the full history of your account, including any action our staff took, which is always recorded with their name and reason.
  • We keep you updated in the same thread or email conversation until it is resolved.
  • Our final answer is in writing. It explains what we found, what we decided and why, and what we will do to put things right if we got it wrong.

If you are not happy with our answer

Tell us, and we will look at it again. If you still disagree, you can submit a complaint to the Consumer Financial Protection Bureau at consumerfinance.gov/complaint.

If you think you have been scammed

Do not wait to make a formal complaint. Contact us straight away so we can try to stop the payment. Our scams page explains what to do.

Here is how we look after every account.

Two checks at every sign inYour password first, then a 6-digit PIN that only you know.
Your PIN on every paymentMoney only leaves your account once you confirm it with your 4-digit PIN.
An alert for every changeWe tell you in online banking and by email whenever something changes.
A real person behind every replyWhen you write to us, a member of our team answers you in writing.