We are here to help.

We want to ensure you are satisfied with the service we provide. However, if you are not satisfied with the service you have received, you can tell us about this through a complaint.

Rest assured, we will:

• Treat you fairly
• Respond promptly
• Investigate your complaint impartially

How To Complain?

If you have a complaint, please do not hesitate to share it with us. This will allow us to address your concerns and find an optimal solution.

You can get in touch with us by:

• Contacting your Relationship Manager
• Calling our helpline: 0808 16 HABIB (42242) or +44 203 667 8596
• Visiting your nearest branch

Please note:
– Customer support is available from Monday to Friday, 9:00 am to 5:00 pm excluding UK bank holidays
– Calls are charged at your service provider’s rates and will be monitored

What Happens When You Complain?

We Will Investigate

We will carefully look into the issues you raise. We may contact you to ensure we fully understand your concerns and gather more details. If you have any relevant information, please share it with the person handling your complaint.

We Will Try to Sort it Out Straight Away

We will look into the situation and try our best to resolve your complaint as quickly as possible.

We Will Write To You Promptly

If we are able to resolve the issue straight away, we will confirm the resolution in writing and provide information about the Financial Ombudsman Service (FOS). If more time is needed, our Complaints Handling Unit will acknowledge your concerns and provide the name and contact details of the person handling your case.

The Financial Ombudsman Service (FOS)

When we write to you after your complaint, we will send you a leaflet about the FOS to remind you of your options.

We Will Let You Know What We Decide To Do

Once we have completed our investigation, we will send you a “Final Response” letter detailing our findings. This will usually happen within eight weeks of receiving your complaint. If we need more time, we will inform you of the delay.

If We Uphold Your Complaint

We will explain how we plan to put things right, which may include an offer that you can either accept or reject.

Time Limits

If you are not happy with our response and wish to escalate your complaint to the FOS, you should do so within six months of receiving the Final Response letter.

The FOS may not be able to investigate if:

• They receive the complaint more than six months after the Summary Resolution Communication or Final Response letter
• The issue occurred more than six years ago, and you are raising the complaint more than three years after becoming aware of the problem

Getting in Touch with the FOS

The service is free. You can contact them directly via:

Phone: 0300 123 9123 (within the UK) / +44 (20) 7964 1000 (from outside the UK)
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
Address: The Financial Ombudsman Service, Exchange Tower, London E14 9SR.