Once we have received your complaint, it is registered in our Internal System.
Depending on the circumstances, there is a different timeframe concerning giving you a final response.
We will contact you within 3 (three) working days after the day on which your complaint is received. We aim to resolve payment-related complaints within 15 (fifteen) working days after receipt of your complaint. In exceptional circumstances, final resolution for a payment-related complaint may take up to a maximum of 35 (thirty-five) working days, and for all other complaints the Regulatory requirements require that we resolve the matter within 8 (eight) weeks, or provide a reason for delay in resolution and an expected timeframe. Please be assured that we will endeavour to resolve at the earliest opportunity.
However, if you are unhappy with our final response, then you can contact the Financial Services and Pensions Ombudsman (FSpO), who offers an independent review service. You can contact them at the contact details noted on this page for this purpose within 6 (six) months from the date the final response was issued by us, and they will review your case.