Legal, Compliance & Risk

Complaints

How to raise a complaint and what to expect from the review process.

Key information

How concerns are received and reviewed

A complaint should be acknowledged, assessed fairly and answered through a documented process appropriate to the relevant entity.

Describe the concern, relevant service and outcome you are seeking.

The appropriate team reviews records, responsibilities and available evidence.

A written outcome explains the conclusion and any further route available.

In practice

Use the official complaint route for the relevant Banking Circle entity.

Allow the investigation team to gather and assess the facts.

Receive an outcome and information on any applicable escalation option.

Important context

Keep relevant dates, references and prior correspondence when submitting a complaint.

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