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  • Important Announcement

    Dear Customer, please note that we're introducing a new minimum balance threshold and a minimum balance charge to our accounts in London. Please contact your Relationship Manager in London for more information. Learn More

Submitting Complaints

Complaints NBKI London

NBKI is committed to resolving your complaint as quickly as possible whilst being transparent, fair and thorough with our investigations.

1-     Customer complaints

If you want to make a complaint about our service (or the way any enquiry about the service has been handled) you may contact us either in writing at our business address or by telephone and we shall be pleased to assist you: it would be helpful to address any complaint to your Relationship Manager.

We would then look into the matter and hope to arrive at a mutually satisfactory outcome, but if the matter cannot be resolved promptly within three business days, we shall acknowledge your complaint in writing, and keep you informed about our progress in dealing with it.

We shall send you either a final written response within eight weeks of the complaint or a written statement explaining the situation and why it is taking longer to resolve.

At that time we shall inform you that if you remain dissatisfied you may refer the matter to the Financial Ombudsman Service within six months and we shall also enclose the FOS explanatory leaflet.

2-   Financial Ombudsman Service (‘FOS’)

If you are dissatisfied with the way in which we have dealt with your complaint, you can refer the matter to the FOS.  The FOS service (which is independent and provided free of charge) exists to resolve disputes and award compensation where appropriate.

You can contact the FOS currently as follows:

By telephone in the UK : 0800 023 4567 (calls are normally free from a landline) or 0300 123 9123 (calls charged as for mobile 01 and 02 nos.) telephone from overseas : + 44 20 7964 0500

By email complaint.info@financial-ombudsman.org.uk

By post to

The Financial Ombudsman Service

Exchange Tower

London E14 9SR

United Kingdom

The FOS can provide information about its service in different languages.