How to raise your concern

In Person

Visit our branch at:

60-62 Margaret Street,
London, W1W 8TF

Monday – Friday, 9am to 5pm (excluding UK bank holidays)

By post:

Compliance Department
Guaranty Trust Bank (UK) Limited
62 Margaret Street
London W1W8TF

By email:
By phone:

Call us on +44 20 7947 9700 Monday – Friday, 9am to 5pm (excluding UK bank holidays).

Ask to speak to your Relationship Manager or to one of our Customer Services team.

Calls may be recorded for training and quality purposes.

Our website:

Use the Complaints Form

In order to assist us in resolving any complaint you may have, please provide us with:

  • Your name and address
  • Your account number
  • Your contact details (telephone, mobile, email) and a convenient time to call you
  • Details of your complaint

How we will deal with your complaint

If we are able to resolve your complaint straightaway, or within three working days, we will write to you with a summary of your complaint and what we have done to resolve it.If you are not satisfied with our response you may be able to refer your complaint to the free Financial Ombudsman Service. You must do this within 6 months of our response, and we will provide you with details of how to do this.If it is going to take us longer to investigate your complaint then we will:

Step 1:

Upon receipt of your complaint, send you an ‘Acknowledgement’ that we have received your complaint, and explain how we intend to handle it.

Step 2:

Within 8 weeks, although normally sooner, we will write to you with our “Final Response”. This will summarise your complaint, whether we have accepted or rejected it, and, where appropriate, details of the remedial action we will take; which may include an offer of redress.

If we are unable to provide a Final Response within 8 weeks we will let you know at what stage our investigations are at, and when we expect to be able to provide you with our Final Response.

If your complaint relates to a payment, such as a direct debit, standing order or credit transfer, we will issue our Final Response within 15 days working days (3 weeks). If we are not able to do this we will write to let you know the reason for the delay and when we expect to be able to provide you with a Final Response; which will be within 35 working days (7 weeks) of your original complaint.

Step 3:

If we have not sent you our Final Response within 8 weeks (or 35 working days for payment related complaints), or you are dissatisfied with our Final Response, you may be able to refer your complaint to the free Financial Ombudsman Service for an independent review. You must do this within 6 months and we will provide you with details of how to do it.

The Financial Ombudsman Service (FOS)

The Financial Ombudsman Service exists to mediate in disputes between customers and financial services companies. The service is free to consumers.

It 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:

By post:

The Financial Ombudsman Service
Exchange Tower
London E14 9SR

By email:
By telephone:

Monday to Friday – 8am to 8pm
Saturday – 9am to 1pm

From within the UK:
0800 023 4 567 (calls are free from mobile phones and landlines) or 0300 123 9 123 (calls to this number cost the same as calls to 01 and 02 numbers)

If you are outside the UK, you can call:
+44 20 7964 0500

Website: