Complaints Process

If you have a complaint, let us know

At ICICI Bank UK, we strive to make services smooth, streamlined and responsive, and our products customer focused. However, there might be an occasion where you may be unhappy with the service you have received. You can tell us about this through a complaint.

 

We will send you an acknowledgement to let you know we have registered your complaint. We will aim to resolve your complaint within 3 Business Days, however, there may be occasions where it may take longer. If this happens, we will do our best to resolve your complaints as soon as possible. If we do need more time, we will contact you to let you know. At latest, your complaint will be resolved within 8 weeks, and we will send you a final response letter which will detail our findings of our investigation. In the unlikely event that you remain unhappy with our response, or we have not sent you a final response within 8 weeks of the original complaint you have the right to take your complaint to the Financial Ombudsman Service.

 

Complaints within scope of The Revised Payments Services Directive (PSD2)

We will aim to resolve your complaint which fall within the scope of PSD2 within 3 Business Days, however, there may be occasions where it may take longer. 

 

If this happens, we will do our best to resolve your complaints as soon as possible. If we do need more time, we will contact you to let you know. At latest, your payment service related complaints will be resolved within 15 Business Days extending to 35 Business Days in exceptional circumstances (What constitutes ‘exceptional circumstances’ will be determined on a case by case basis) and we will send you a final response letter which will detail our findings of our investigation.

 

In the unlikely event that you remain unhappy with our response, or we have not sent you a final response within 35 Business Days or holding response has not been sent within 15 Business Days of the original complaint, you have the right to refer your complaint to the Financial Ombudsman Service

 

Click here to view our complaint volumes.

How to complain

  • Walk in to your nearest ICICI Bank branch and speak to a member of staff
  • Call our Customer Service Centre on 0203 478 5319 to inform us of your concerns
  • Email us at: ukcustomerrelations@icicibank.com
  • Write to us at:
    ICICI Bank UK PLC,
    Customer Relations,
    One Thomas More Square,
    London E1W 1YN

We will then arrange for the right person within the Bank to investigate and respond to your concerns.

When you contact us please tell us:

  • Your name and account number
  • The reason for your complaint
  • The product, if applicable, that your complaint refers to
  • The name of the person/s that you dealt with
  • A suggestion of what you would like the bank to do
  • Your address and if you are happy to discuss the issue on the telephone, your day-time number
  • When writing to us it would be helpful if you could submit copies of any documentation relevant to your complaint

 

Financial Ombudsman Service

In the unlikely event that you remain unhappy with our response, or we have not sent you a final response within 8 weeks of the original complaint, you have the right to take your complaint to the Financial Ombudsman Service. If you would like the Financial Ombudsman service to look into your complaint, you must contact them within six months of the date of the final response.

 

You can find out more about the Financial Ombudsman Service by asking for the FOS leaflet at any ICICI Bank UK branch or you can write to:
The Financial Ombudsman Service,
Exchange Tower,
London,
E14 9SR
Contact numbers: 0800 0234 567 or 0300 1239 123

 

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

Online Dispute Resolution (ODR)

If you remain unhappy with our response to a complaint about a product or service purchased online, you have the option to use the European Commission’s Online Dispute Resolution (ODR) platform. You would need the following email address to use this service: ukcustomerrelations@icicibank.com and you can access the platform using the following link -the ODR platform. The ODR platform will ultimately share your complaint to the Financial Ombudsman Service (FOS). Therefore, you may wish to refer your complaint directly to FOS.