Complaints

While we endeavour to always give excellent service, we appreciate that there may be instances of client dissatisfaction and we want to ensure that you are completely happy with the service we give you.

To achieve the above we will:

  • Treat you fairly
  • Investigate your complaint impartially
  • Make contact with you regularly to update you on our progress with your complaint

How to make a complaint

If you are unhappy with a service provided by the Bank you may wish to complain to your Client Relationship Officer (CRO). Your CRO will escalate your complaint with the internal Compliance Department who will deal with your complaint impartially from thereon.

Alternatively, you can raise your dissatisfaction with the Bank’s internal complaints handling team directly at the following details:

In writing to EFG Private Bank Limited, Leconfield House, Curzon Street, London W1J 5JB marked for the attention of Compliance, or via email to legalandfinancialcrime@efgl.com

Upon making a complaint you will receive our detailed complaints procedure providing you with further information on how your complaint will be handled.

Once our investigation into your complaint is complete we will write to you with a formal response. If you remain unhappy with the outcome of our investigation you may be able to refer your complaint to the Financial Ombudsman Service for an independent review.

The contact details for the Financial Ombudsman Service are as follows:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Freephone 0800 0234567 (or +44 20 7964 0500 from outside the UK)

www.financial-ombudsman.org.uk

complaint.info@financial-ombudsman.org.uk