Complaint Process

If you have a complaint, please let us know

At FirstBank UK Limited we aim to provide great products and excellent service to our customers. However, we know that sometimes things can go wrong and that you may have cause to complain. If you have a complaint then please let us know as soon as possible.

We will do our very best to resolve your complaint as soon as you get in touch with us. However, there may be occasions when it will take longer to respond to your complaint. If this happens we will send you an acknowledgement within 5 business days. This acknowledgement will include the name and contact details of the person handling your complaint, this may not be the same person who received your complaint.

If we are unable to resolve your complaint immediately, we will do our best to resolve your complaint within four weeks. If more time is required to resolve you complaint, we will keep you informed every step of the way. A final response will be sent to you within eight weeks of your original complaint.

How to make a complaint

If you have a complaint we would like to be able to resolve this for you as soon as possible.

Write to us:

You can email your relationship manager directly (if you have one)

You can email your complaint directly to clientservicesgroup@fbnbank.co.uk

You can write to us at:

FirstBank UK Limited
28 Finsbury Circus
London
EC2M 7DT

In order for us to resolve your complaint as quickly as possible, please include the following information in your email or letter:

• Your account details
• As much information about the complaint that you feel able to give
• Whether there are any actions that you would like us to take to resolve your complaint

By phone:

You can make a complaint directly to your relationship manager (if you have one) or you can call our UK office on +44 (0)20 7920 4920 Monday to Friday 9am to 5pm (excluding bank holidays).

In person:

You can make a complaint when visiting our UK office, our Paris office, or our representative office in Nigeria.

The Financial Ombudsman Service (FOS)

If you are dissatisfied with our response to your complaint, you have the right to contact the FOS, free of charge, but you must do so within six months of the date of our final response letter. If you do not refer your complaint in time, the FOS will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances.

The FOS contact details are:

Address: Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR
Tel: 0800 023 4567 or 0300 123 9123.
Email: www.financial-ombudsman.org.uk