Bank of London and The Middle East plc (BLME) aims to ensure that all our clients are given the best possible service. However, we recognise that sometimes we may not always get it right and, if this should happen, we aim to resolve your complaint promptly.
We are keen to understand when something does go wrong, so please talk to us as soon as possible and we will do our best to find a solution.
Making your complaint
If you are not satisfied with any aspect of our products or services, please let us know by providing the following information, which will help us to investigate and resolve your complaint:
- Your name and address
- Your account number
- Your contact details and any times you would prefer us to contact you
- Details of your concerns, including additional information and copies of any relevant documentation
You can contact us in the following ways below and your complaint will be dealt with by the relevant department. If you have a relationship manager, you can raise your complaint by contacting them directly. If you have the contact details of the relevant department your product relates to, you can also contact them directly. Their direct contact details, including an email address, will be within your terms and conditions or FAQs.
Bank of London and The Middle East plc Cannon Place
78 Cannon Street
+44(0)20 7618 0000
Once you have made your complaint
It is BLME’s policy to ensure all clients are treated fairly and sympathetically. We intend to resolve all complaints fairly and quickly and, in most cases, this can be carried out by the relevant department. If you have made the complaint verbally, we will confirm our understanding of your complaint in writing.
We aim to resolve matters as quickly as possible. However, if we are not able to resolve your complaint within five business days, we will send a letter providing you with a summary of your complaint, the name, job title and contact details of the person handling your complaint.
All complaints received by BLME are registered and monitored by an appointed person(s) to ensure that you are kept informed on a regular basis and that a final response is sent as soon as possible.
Having completed our investigations, where a complaint relates to electronic money or payment services, we will send you a final response letter within 15 business days. Or, if your complaint relates to other products, you will be sent a final response letter within eight weeks. The final response letter will explain:
- The outcome of our investigations
- How you can pursue the matter further with us, if necessary
- That we will regard the matter as closed if you do not respond within 8 weeks of our final response letter.
If our investigation has not been completed within the prescribed time frame as detailed above, we will inform you in writing that the investigation is not complete, explaining the reasons why, as well as the likely outcome and date for completion.
Should you be dissatisfied with the handling of your complaint at any time, please let us know via the contact details above. The Department manager or Compliance team will investigate the matter and ensure a response is sent within five business days.
Unhappy with the outcome?
If you are not satisfied with the outcome, you may have the right to contact the Financial Ombudsman Service (FOS) within six months of the date of the final response letter or 8 weeks after the complaint was received by BLME. The FOS was set up to review unresolved complaints from personal clients or from small businesses.
Financial Ombudsman Service
Exchange Tower London
Telephone: 0800 023 4567