Complaints Process

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.

Call us or visit

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.

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 don't manage to resolve the complaint within five working days we will write to give you an update and let you know when you can expect a full response
  • We'll also let you know the name and contact details of the person or specialised team dealing with your case
  • Once the complaint has been investigated (we may call you for more details) we will issue a Final Response to your complaint

If you're still not happy

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.

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
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

(*Business Hours are Monday to Friday 09:00 – 17:00, excluding UK bank and other public holidays)