We greatly value your opinion and take all complaints seriously. If something has gone wrong, we will do our best to make it right.
We have policies and procedures to ensure complaints are handled fairly and promptly. If you wish to make a complaint, please fill out the form below or alternatively, contact our dedicated Complaints Handling team by telephone on 020 3857 3050 or by email at savings.complaints@closebrothers.com
You can also raise your complaint by post:
Close Brothers Savings
10 Crown Place
London EC2A 4FT
If you want to let us know about your experience with us or how you've found our products or services, you can fill out our feedback form using the button below.
We value all feedback and regularly review this so we can find ways to improve.
Your experience matters to us, and we want you to feel confident in our ability to manage any complaint you may have.
Close Brothers Savings is committed to providing the highest levels of service to our customers. If you feel dissatisfied with the service you have received from us, we will try to resolve the matter promptly, fairly and efficiently.
You can make a complaint at any time either verbally or in writing. If you have made a verbal complaint, there is no need for you to put your complaint in writing at any point.
The following information summarises the steps we will take once a complaint is received.
We aim to resolve your complaint within 3 working days and send you a summary resolution letter. If we can't do this, we'll acknowledge your complaint within 5 working days and let you know who will be handling it. Complaints made outside our standard working hours (Monday to Friday, 9am – 5pm, excluding bank holidays) will be acknowledged within 5 working days of the next working day.
After we finish investigating your complaint, we'll send you our findings and any proposed solution. We aim to give you a final response within 8 weeks, following regulatory guidelines. If we can't do this, we'll update you and let you know when to expect a final response.
If you're unhappy with how long it's taking, you can refer the matter to the Financial Ombudsman Service (FOS), as long as you're an eligible complainant. For more details, visit www.financial-ombudsman.org.uk
In all instances, you will be informed of any rights you may have to refer your complaint to the FOS. It is important to note that you must refer your complaint within six months of receiving your final decision letter, should you be dissatisfied with the outcome. We will enclose a copy of the FOS leaflet in your final response letter. If you would like to contact the FOS, you can find their contact details below:
Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Telephone: 0800 023 4567 or 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
If you didn't find what you were looking for, visit our FAQs page for detailed information on frequently asked questions.