If you need to complain
We try hard to offer great products and excellent service, but sometimes things can go wrong. If you have any reason at all to complain, and whether you choose to complain by phone, by email, in branch or in writing, we will do our very best to put things right. If we can’t resolve your complaint immediately we will make sure you have the contact details of the person or team dealing with it.
You can let us know by:
Call us or visit
You can contact your Relationship Manager or call us during business hours[1] on 0207 268 7200. If you are calling from outside the UK, call us on +44 207 268 7200.
If you prefer to visit in person we are always happy to see you – even if it is to complain.
Write to us
If you feel more comfortable writing your complaint down you can write to us at:
Customer Complaints
QIB (UK)
43 Grosvenor Street
London W1K 3HL
or Email us at: complaints@QIB-UK.com
For us to resolve your complaint as quickly as possible, please include the following information in your letter/email:
- Your account details – this helps us to find the account you are complaining about
- As much information about the complaint as you feel able to give
- Are there any particular actions you wish us to take to resolve your complaint? If so, please include them
We will contact you by phone once we receive your letter, so please also tell us the best telephone number and the best time to contact you.
How we’ll handle your complaint
The Financial Conduct Authority (FCA) gives us eight weeks to resolve complaints but we will always try to resolve your complaint well before this deadline.
If we are unable to resolve your complaint within three working days our Complaints Manager will
contact you in writing to give you an update and let you know when you can expect a full response
from us.
Once the complaint has been investigated, we will issue a Final Response to your complaint.
See detailed Complaint process steps below where timeline of complaint resolution is defined:
- If we are unable to resolve your complaint at the point of contact or if you have complained via post or email, we will acknowledge your Complaint promptly in writing
- Where complaint has been resolved within 3 business days, we will issue a Summary Resolution Communication to you. This communication will detail investigation steps, the outcome of your complaint and information about your right to refer your complaint to Financial Ombudsman Service. See section “If you’re still not happy” below
- Where your complaint relates to EMD/PSD (E-Money Laundering Directive/ Payment Services Directive), we will aim to resolve your complaint within 15 business days (where it is not possible due to exceptional circumstances, we will provide you with an update and aim to resolve within 35 business days maximum)
- Where your compliant is not around EMD/PSD, we will provide you with a compliant resolution update within 4 weeks
- Final Response Letter will be sent you within 8 weeks. This letter will detail investigation steps, the outcome of your complaint and information about your right to refer your complaint to Financial Ombudsman Service. See section “If you’re still not happy” below
- In an unlikely scenario, where we are not in a position to fully resolve your complaint in that timeframe, we will send you written communication before 8 weeks have passed. Should this occur, this letter will detail investigation steps and information about your right to refer your complaint to Financial Ombudsman Service. See section “If you’re still not happy” below
- All complaints will be handled in accordance with QIB (UK) policy and procedure
If you’re still not happy
If we are unable to resolve your complaint, you may contact the Financial Ombudsman Service which
offers an independent review service within 6 months from the day that you have received Final Response Letter, Summary Resolution Communication or other letter explaining why we can’t resolve your complaint:
How to contact the Ombudsman:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Free phone: 0800 023 4567
Low-cost phone: 0300 123 9123
From outside the UK: +44 20 7964 0500
Online complaint form available at Financial Ombudsman Service Website: