Complaints Procedure

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 when this happens we aim to resolve your complaint promptly.

We are keen to understand what has gone 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 so that we can 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 raise your complaint by contacting the person who normally handles your account. If your account handler is unable to remedy your complaint or if you would rather not speak to them, you will be referred to the department manager or BLME’s Complaints Officer.

You can do this in the following ways:

In writing:          

Bank of London and The Middle East plc, Cannon Place, 78 Cannon Street, London, EC4N 6HL 

Email:                   complaints@blme.com

Telephone:         +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 done by the department involved. 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 working 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.

Within eight weeks, having completed our investigations, we will send you a ‘final response’ letter, explaining:

  • 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 eight weeks after receipt of your complaint we will inform you in writing that the investigation is not complete, explaining the reasons why, and the likely outcome date for completion.

Should you be dissatisfied with the handling of your complaint at any time, you should inform us in a letter addressed as above or to the Compliance Department who 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 6 months of the date of our final response letter. The FOS was set up to review unresolved complaints from personal clients or from small businesses.

In writing:          

Financial Ombudsman Service

South Quay Plaza
183 Marsh Wall
London
E14 9SR

 

Telephone:        0800 023 4567