Unhappy? Let us know. We’re here to help
At Guaranty Trust Bank (UK) Limited we are committed to providing you with a first class service and effectively delivering the products and services you require.
Sometimes things go wrong, including when you may feel we have not lived up to your expectations. If this happens and you are not entirely satisfied with any aspect of our service, we want to hear from you as soon as possible. Your custom is important to us and your feedback allows us to improve the products and services we offer to you.
We will aim to put matters right as quickly as possible, in accordance with strict timescales whilst being transparent, fair and thorough with our investigations.
Where appropriate, we will also take steps to prevent the problem happening again.
How to raise your concern
|Visit our offices and speak to one of our staff
Guaranty Trust Bank (UK) Limited, 62 Margaret Street, London W1W 8TF
Monday – Friday (excluding UK bank holidays) from 9am to 5pm
|By post:||Compliance Department Guaranty Trust Bank (UK) Limited 62 Margrate Street London W1W8TF|
|020 7947 9700
+44 207 947 9700 (from abroad)
(ask to speak to your Relationship Manager or to one of our Customer Services team)
Calls may be recorded and monitored to establish facts and for training and quality purposes
In order to assist us in resolving any complaint you may have, please provide us with the following information:
- Your name and address
- Your account number
- A description of your complaint
- Your contact details (telephone, mobile, email) and a convenient time to call you
How we will deal with your complaint
Upon receipt of your complaint, the bank will issue a ‘Letter of Acknowledgement’ within 1 business day.
If we are able to resolve your complaint within the 3 business days we will send you a ‘Summary Resolution Communication’ (subsequent to the resolving of your complaint) informing you of how your complaint was resolved. If we are unable to resolve your complaint by this time step 3 will apply.
Within 4 weeks, we will write to you and inform you of our “final response” detailing our explanations and any offer of redress. If we are unable to do that, we will let you know at what stage our investigations are at.
Within a further 4 weeks (a total of 8 weeks since acknowledging your complaint), we will send you our “final response” detailing our explanations and any offer of redress. If we are unable to do that, we will let you know at what stage our investigations are at.
If at this stage we have not sent you our “final response” or you are dissatisfied with our “final response” and you are an eligible customer, you can refer your complaint to the Financial Ombudsman Service for an independent review but within 6 months of the date of our “final response”.
The Financial Ombudsman Service (FOS)
The Financial Ombudsman Service exists to mediate in disputes between customers and financial services companies and the service is free to consumers.
They will only investigate your complaint if you have already tried to resolve it with us.
You can contact The Financial Ombudsman Service in any of the following ways::
|The Financial Ombudsman Service Exchange Tower London E14 9SR|
|By telephone:||Enquiries and Consumer Helpline:
Monday to Friday – 8am to 8pm
Saturday – 9am to 1pm
0800 023 4 567 (calls to this number are now free on mobile phones and landlines)
0300 123 9 123 (calls to this number cost no more than calls to 01 and 02 numbers)
These numbers may not be available from outside the UK
+44 20 7964 0500 (for calls from outside the UK)