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Complaint leaflet

Banco Sabadell, London Branch is committed to providing a high standard of service to our customers. If we do not live up to our promises, we want to hear from you.

Letting us know when you are unhappy with the service we provide gives us the chance to put matters right and improve our service in the future.

If you have a complaint our staff are best placed to receive it and work with you to resolve it. You can contact them by e-mail, by letter, by phone or in person.

Alternatively you can contact our Complaints Manager at:

Banco Sabadell, Level 10, 30 St. Mary Axe, London EC3A 8EP
Telephone +44 (0)20 7321 0020 Fax +44 (0)20 7321 0075
E-mail 0800LondonComplaints@bancsabadell.com

Contacting us by e-mail

We usually reply to your e-mail address but there may be occasions when we will reply by post, for example, if we need to refer to confidential information or enclose copies of important documents.

What you need to provide

To help us investigate and resolve your complaint as quickly as possible, please provide the following information:

Where applicable please also provide:

How we will respond

We will do our best to resolve your complaint immediately and with the minimum inconvenience.

Our first step will be to understand what the problem is and then find out what we can do to resolve it and put the matter right.

Sometimes it may not be possible to resolve the problem straight away. If we are unable to resolve the complaint by the following day, this is what we will do:

If your complaint will take longer to investigate, we will keep you informed of our progress.

We aim to resolve your complaint within 4 weeks. If we are unable to do so, we will write explaining what is happening and when we expect to resolve the complaint.

After 8 weeks we will send you a final response or a further report on the progress of ourinvestigation.

If you are still not happy

We aim to resolve your complaint as quickly as possible and to your complete satisfaction. However, if you are unhappy with our response please get in touch directly with the person or department who handled your complaint and they will agree with you what the next steps are.

If you are still unhappy, you can request a review from the Financial Ombudsman Service (FOS). The FOS was set up by the Financial Services Authority (FSA) to review any unresolved complaints from:

You can contact the FOS directly at:
The Financial Ombudsman Service,
Exchange Tower, London E14 9SR
Telephone +44 (0)800 023 4567 or +44 (0)300 123 9123
E-mail Complaint.info@financial-ombudsman.org.uk