Contact Us

Complaints

If you have a problem or concern, we'll do everything we can to address it quickly, efficiently and professionally. Any complaint from you will be responded to in a timely manner and we will endeavour to resolve any issues quickly and to your satisfaction.

How to make a complaint

Email – you can email your complaint directly to cib@thectb.com

Phone – you can phone us on +44 (0)207 184 4100 and choose the complaints option. Our offices are open from Monday to Friday, 9am to 5pm (excluding public holidays).

Write to us
You can write to us at:

Complaints Handling,
The CTB Plc,
36 – 38 Leadenhall Street,
London,
EC3A 1AT

Complaints Handling

When we receive a complaint from you it is our policy to respond to you in writing to confirm that the complaint has been received and is being handled.

Where possible, our aim is to resolve your complaint within 3 business days. If this can be done, we will send you a summary resolution document to confirm how the complaint has been resolved and subsequently closed.

If this is not possible and further investigation is required, we will confirm this to you in writing and provide you with a point of contact at our Bank. We will keep in contact with you to update you on progress while we investigate and will send you a final response within eight weeks, at latest.

If you are not satisfied with our final response you have the right to refer your complaint to the Financial Ombudsman Service (FOS). This is an independent public body who can review your complaint on an impartial basis and make a final decision on the matter.

If you wish to refer to the FOS, you will need to do so within six months of receiving the final response from us.

FOS Contact Details

The FOS website provides further details about the process and how to contact the service, including free helpline numbers and online complaint forms.

The service can be contacted at:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR


Website: www.financial-ombudsman.org.uk 
Email: complaint.info@financial-ombudsman.org.uk
Phone: 0800 023 4567 or 0300 123 9123