Complaints Procedures


While we endeavor 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.

If you are not satisfied 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 Compliance Department directly via

When we receive your complaint, we will write to you to acknowledge your complaint and will investigate your concerns. We will respond to you with our findings as soon as possible.

If you have additional information or documents regarding your complaint, please provide them to us to assist in our investigation.

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 Industry Disputes Resolution Centre Ltd (FIDReC).