ICICI Bank UK – Complaint Process
Our customers are at the heart of our business. We look to develop and maintain long term relationships with our customers, based on openness, trust and fairness in everything we do. We are dedicated to making our services smooth, streamlined and responsive for our customers and our products customer-focused.
However, we understand that there will be occasions when things might go wrong and when this happens, we want our customers to tell us about it. Based on the complaints received, we learn from our mistakes and try to set things right by improving the quality of service provided. Complaints also act as a valuable insight into what the customer expects from us. We strive to ensure that all complaints are handled fairly, effectively, promptly, and resolved at the earliest possible opportunity.
One of our primary objectives is openness and transparency with our customers, ensuring that all our customers are treated fairly and meeting the standards of our industry regulator, the Financial Conduct Authority (FCA). In accordance with the regulatory requirements, we publish complaints data every six months. This is provided below:
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.
- Walk in to your nearest ICICI Bank branch and speak to a member of staff
- Call our Customer Service Centre on 0344 412 4444 (Calls to this number use free plan minutes if available, otherwise they cost the same as 01/02 prefix calls) 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
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
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