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 contact your Relationship Manager or call us during business hours* 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.
If you feel more comfortable writing your complaint down you can write to us at:
43 Grosvenor Street
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:
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.
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.
QIB (UK) is a member of the Financial Ombudsman Service, which offers an independent review service. If you're unhappy with our Final Response, you can ask the Financial Ombudsman Service to look at your case for free. If you have a problem with your agreement, please try to resolve it with us first. If you do not take up your problem with us first you will not be entitled to complain to the Ombudsman.
Financial Ombudsman Service
Free phone: 0800 023 4567
Low-cost phone: 0300 123 9123
From outside the UK: +44 20 7964 0500
(*Business Hours are Monday to Friday 09:00 – 17:00, excluding UK bank and other public holidays)