Complaints

What to do if you are dissatisfied with our service

Our complaints best practice policy

If you’re dissatisfied in any way with a product or service offered by BACB please get in touch with your relationship manager right away and let them know about your concerns.

If you’re not happy with our response and would like to escalate your complaint, there are three ways you can do this:

By post

Write to:

Head of Compliance
BACB
8-10 Mansion House Place
London
EC4N 8BJ

By email

Email: feedback@bacb.co.uk

Please don’t disclose any confidential information in your email. If you need to refer specifically to account details, call or write instead.

By phone

From the UK: 020 7648 7777
From outside the UK: +44 20 7648 7777

We’re open Monday to Friday 9am-5pm. Calls may be recorded and are charged at a basic rate from a landline.

Our commitment to you

  • We’ll always thank you for raising the matter and bringing it to our attention
  • We’ll keep you informed at all times during the complaints investigation
  • We’ll make sure the matter is fully investigated and will provide you with a Summary Resolution and Final Response
  • We’ll always strive to provide a service that you consider fair and reasonable

How we’ll respond

We aim to resolve all complaints as soon as possible. Upon receipt of a complaint we will send you a prompt written acknowledgement and we will aim to resolve the complaint within 3 business days. If we can’t resolve it within 3 business days we will work to resolve it within a maximum of 8 weeks and will keep you informed throughout. After resolving a complaint will issue a Summary Resolution and Final Response.

Financial Ombudsman Service

The Financial Ombudsman Service is an independent organisation that helps to resolve complaints that customers and financial businesses haven't been able to resolve between themselves. If we haven't been able to resolve your complaint within eight weeks, or you're dissatisfied with the resolution you may be able to refer your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service looks at complaints from vulnerable consumers, including smaller businesses with:

  • an annual turnover of up to two million euros, and
  • fewer than 10 employees

You must contact the Financial Ombudsman Service within six months of receiving our final response letter.

Write to:

The Financial Ombudsman Service 
Exchange Tower
London 
E14 9SR

Call from the UK: 0845 080 1800*

Call from outside the UK: + 44 20 7964 0500

*Calls to this number are free on mobile phones and landlines.

Email: complaint.info@financial-ombudsman.org.uk
Financial Ombudsman Service website

If you are not eligible to refer your complaint to the Financial Ombudsman Service you can communicate your dissatisfaction to the Head of Compliance, by any of the three methods listed above.

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