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COMPLAINTS PROCEDURE


Sonali Bank (UK) Ltd Internal Complaints Procedure

What to do if you have a complaint

 

Our commitment to you

We take pride in providing our customers with excellent service and the best products. Whilst we are committed to dealing professionally and personally with customers at all times, sometimes things go wrong, including when customers feel we have not lived up to their expectations. If this happens we want to know about your dissatisfaction so that we can put it right. We have established procedures to help us ensure that any complaints we receive are dealt with quickly and fairly.

 

Our aims when we receive a complaint

 We aim to ensure that:

·         Your complaint receives a full and fair investigation and is dealt with by someone with appropriate knowledge and authority

·         We sort out your complaint quickly in accordance with strict timescales

·         We apologise when things go wrong and make sure that we put them right

 

How do I make a complaint?

In person: Visit any of our branches and speak to one of our staff,

e-mail: complaints@sonali-bank.co.uk

By telephone: Using +44 (0) 207 877 8200, or in writing to:

Deputy Chief Executive Officer, Sonali Bank (UK) Ltd, 29-33 Osborn Street, London, E1 6TD.

Please quote your name and address, your account number or remitter number and a daytime telephone number at which you can be contacted.

 

How we will deal with your complaint

We will acknowledge your complaint (and it will always be our intention to resolve it) within 3 working days from the day we receive the complaint.

We will aim to write to you within 10 working days informing you of either the result of our investigations or let you know what stage our investigations have reached.

 

Within a further 10 working days (20 working days after first receiving your complaint) we will aim to write to you our final written response with our explanations and any offer of redress.

 

How to take matters further if you’re still not satisfied

If you feel that the complaint has still not been resolved to your satisfaction (and you are an eligible complainant), then you may contact the Financial Ombudsman Service (FOS) within 6 months from the date of your final response. If you do not refer your complaint within 6 months 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 exists to mediate in disputes between customers and financial services companies and the service is free to consumers. You can contact the FOS at:

Financial Ombudsman Service,

Exchange Tower

London

E14 9SR

Phone: 0800 023 4567

Switchboard: 020 7964 1000

Email: complaint.info@financial-ombudsman.org.uk

 www.financial-ombudsman.org.uk

                Sonali Bank (UK) Limited is authorised and regulated by Prudential Regulation Authority and regulated by  the Financial Conduct Authority. Registered in England and Wales. Registered number 3792250. Registered Office 29-33 Osborn Street, London E1 6TD.

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