Legal

Complaints

COMPLAINTS PROCEDURE

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 to make a complaint

In person: Visit our branches and speak to one of our staff, by telephone +44 (0) 207 877 8200, or write to:

Customer Services Department
Sonali Bank (UK) Ltd
29-33 Osborn Street
London, E1 6TD
e-mail: complaints@sonali-bank.co.uk

Please quote your name and address, 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 will aim to resolve it) within 3 working days from the day we receive the complaint. If we have not been able to resolve the complaint within 3 working days, we will let you know when we will get back to you with a conclusive response following our investigations. Within 10 working days we will write to you 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 send you our final written response with our explanations and any offer of redress.

If your complaint relates to a remittance, we will provide you with a final response letter to your complaint within 15 business days (business day being a day on which the bank is open for business) of the date on which your complaint was received. If for any reason we cannot do so, a holding response will be sent to you detailing the reasons for the delay and when the resolution will occur. The final response will then be issued within 35 business days of the date on which your complaint was received.

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,
The Financial Ombudsman Service
Exchange Tower
London E14 9SR
Phone: 0845 080 1800
Email: enquiries@financial-ombudsman.org.uk.
www.financial-ombudsman.org.uk