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:
- Your name and address
- Your account number
- A daytime telephone number where we can contact you
- A clear description of your concern or complaint
- Details of what you would like us to do to put it right
Where applicable please also provide:
- Copies of relevant documents, such as letters or statements
- Any appropriate reference numbers
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:
- We will write and acknowledge receipt of your complaint within 5 working days
- Give you details of who is handling your complaint and how to contact them. This might not be the person who first received your complaint, but will be someone who is best placed to deal with it.
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:
- Personal customers or
- Business customers with turnover under £1m per annum
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