At Habib Bank Zurich plc, we are committed to delivering a high standard of service to our customers. However, if something has not met your expectations, we encourage you to let us know so we can address your concerns and put things right as quickly as possible.

 

How to Make a Complaint?

If you wish to make a complaint, you can contact us through the following channels:

Via Email:
The quickest way to reach us is by emailing us at contactuk@habibbank.com.

Via Phone:
You can call us on 0808 16 42242 (from the UK) or +44 203 667 8596 (from abroad).
Our lines are open from Monday to Friday, 9 AM to 5 PM.

In Branch:
Visit your nearest Branch to speak with a member of our team.

By Post:
Write to us at:
Habib Bank Zurich plc
Habib House, 42 Moorgate, London EC2R 6JJ

Information Required

Our aim is to resolve your complaint as soon as we can. When you contact us, please give us the following information:

• Your name and account details
• A description of your complaint

 

What Happens Next?

We will investigate your concerns thoroughly and aim to resolve your complaint as soon as possible. In some cases, we may contact you to gather further details.

• If we can resolve your complaint within three business days, we will send you a Summary Resolution Communication, including information about the Financial Ombudsman Service (FOS)
• If we need more time, we will acknowledge your complaint and keep you updated on its progress

Resolution Timelines

Complaints About Payment Services

We aim to resolve these complaints within 15 business days. In exceptional cases, we may take up to 35 business days and will notify you if more time is required.

All Other Complaints

We will provide a final response within eight weeks. If we are unable to resolve your complaint within this timeframe, we will contact you with an update and provide information on referring the matter to the Financial Ombudsman Service.

Financial Ombudsman Service (FOS)

If you are not satisfied with the outcome of your complaint, you can contact the Financial Ombudsman Service, that will independently review your case free of cost. You will need to do this within six months of receiving the final response letter from us.

You can contact the Financial Ombudsman Service using the details below:

By Post:
The Financial Ombudsman Service Exchange Tower, London E14 9SR

Via Phone:
0800 023 4567 (UK)
+44 20 7964 0500 (from abroad)

Via Email:
complaint.info@financial-ombudsman.org.uk

For more information, please visit Financial Ombudsman Website.