Don't bother with this bank.

I sent money via pnp to someone on 02/01/2020. This money had not made it to the recipient by 21/01/2020. Each time I have called this bank I have been on hold for a in of 25 min waiting for an agent to answer the phone. I finally got through today and was told the information online in the FAQ is incorrect. They had a system outage on 02/01 and 03/01 that ensured that no transactions were processed on the day, but did not bother to reverse transactions on client accounts and decided to keep the money themselves. I asked for the complaints department - he told me they don't have one. Wonderful .