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Complaints Procedure

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WE CAN HELP

At St. James's Place Bank, we aim to provide you with the highest standards of service. However, sometimes things can, and do, go wrong and when this happens we encourage clients to tell us about it so we can aim to put things right. Our colleagues will do all they can to resolve any problems and ensure that you receive a quick and fair response to any complaints you may have.

We have a complaints handling procedure in place. Our procedures meet the standard set by the Financial Conduct Authority (FCA). The FCA have published guidance on how to make a complaint. Copies can be downloaded from the FCA website or you can contact them on 0800 111 6768.

Complaints Data

We are committed to transparency and publish details of the complaints data we last reported to the Financial Conduct Authority. View the complaints data for firms associated with St. James’s Place Bank.

Telephone

Our Administration Centre colleagues are available to speak to you from 8am to 8pm Monday to Friday and 8am to 4pm Saturday on 0345 602 6200. Most clients' concerns can be resolved by our colleagues, who will do all they can to help. If they are unable to do so the complaint will be passed to a specialist team for investigation.

Post

If you prefer, write to us at:

St. James’s Place Bank
Client Relations
P.O. Box 17317
Edinburgh
EH12 1AZ

E-mail us

If you are an existing client and are registered online with us, you can use our secure e-mail facility to send us your complaint. To do this you must log in to your plan and select the 'contact us' function. You will receive an automatic response to confirm we have received your e-mail, which will then be passed to our Complaints Team for investigation.

Our promise to you

Our complaints procedure is designed to ensure that each complaint is dealt with fairly and to your satisfaction. We will send you an acknowledgement letter within 5 working days of your complaint being received by us. If our investigations are not completed within 4 weeks, we will confirm by letter the reasons for the delay.

If our investigations have not been completed within 8 weeks, we will outline our findings to you by letter, explain why we have been unable to resolve the issue and highlight your referral rights to the Financial Ombudsman Service. We will be pleased to deal with all your concerns, however if your complaint relates to additional services offered to St James's Place bank clients via a third party, you may wish to contact them direct. The Financial Conduct Authority (FCA) gives us a maximum number of days to issue a final response;

  • If your complaint relates to payment services or e-money (e.g. Direct Debit, Online Transaction) we aim to issue a final response within 15 business days after receiving your complaint. Should something outside of our control cause a delay, the FCA gives us a maximum of 35 business days.
  • For all other types of complaint the Financial Conduct Authority (FCA) gives us eight weeks to issue a final response but we will aim to get your complaint resolved well before this deadline.

Payment Protection Insurance Complaints

If you have already made a complaint to us you do not need to do anything. We will be in touch as soon as we have an update on your case.

If you have a concern about how your PPI Policy was sold, it's easy for you to contact us directly so you don't need to use a Claims Management Company (CMC) who will typically charge an upfront fee or take a proportion of any compensation you may be due. We assess complaints sent directly to us in exactly the same way that we treat complaints from a Claims Management Company, so by coming direct you will not be disadvantaged.

Referral to an Ombudsman

We are committed to resolving complaints whenever possible through our complaints procedure. If we are unable to resolve your complaint we will provide you with details of how to refer your complaint to the Financial Ombudsman Service. The Financial Ombudsman Service is an independent service for consumers with unresolved complaints about financial firms and offers a flexible and informal dispute resolution service.

You can contact them at:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

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

Telephone: 0800 023 4567

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