If a Client has a complaint arising from his relationship with the Bank and the products or services the Bank has provided to the Client, the Client should contact the Bank’s Compliance Department at First Floor, Neptune House, Marina Bay, Gibraltar. Tel: +350 20002500, it is the Bank’s complaints management function.
The Bank operates a formal complaint handling procedure in accordance with regulatory requirements (summary details are available on request). The Client’s complaint will be acknowledged promptly and the Bank will try to resolve the problem within eight weeks of the Client telling the Bank about it, or 15 – 35 days if it relates to a payment account.
If the Client is dissatisfied with the Bank’s handling of the Client’s complaint, the Client may be eligible to refer his complaint to the Gibraltar Financial Services Commission. Further information on the Gibraltar Financial Services Commission can be found on their website www.fsc.gi.