How to make a complaint
At ClearBank, we aim to provide the highest level of customer service. However, if you feel you have cause to complain, please contact us so that we can put things right:
By email: You can email our Complaints Team at [email protected]
By post: You can write to our Complaints Team at ClearBank Customer Operations, Borough Yards, 13 Dirty Lane, London, SE1 9PA
What information do I need to provide when I make a complaint?
Our aim is to resolve your complaint as quickly as possible. To help us do this, please include the following:
- Name of company
- Full name of company representative
- Details for your preferred method of contact and the best time to contact you
- Specific details, including (where relevant) sort code & account number – so we can identify the relevant product or service that may relate to your complaint
- Information about your complaint
- Any actions you wish us to take to resolve your complaint
How will ClearBank handle my complaint?
Once we have received your complaint we will:
- Formally acknowledge receipt of your complaint to confirm that we are looking into your concerns.
- Provide you with the name and contact details of the person dealing with your case, and a complaint reference number that you can quote should you need to contact us.
ClearBank aims to resolve a complaint within 3 business days following receipt of your complaint. If we don't manage to resolve the complaint within 3 business days, we will:
- Write to you providing an update and let you know when you can expect a full response.
Once all the details of the complaint have been investigated, (we may contact you for further details or to discuss our final response) we will issue a written 'final response' to your complaint.
We aim to resolve all complaints within 15 working days; however, if due to exceptional circumstances we are unable to issue a final response within 15 business days we will issue this within 35 business days.
We will contact you weekly to provide an update on the progress of our investigation.
What if I’m not happy with the outcome of my complaint?
We will always aim to satisfactorily resolve your complaint but if you wish to take your complaint further then, depending on your eligibility, you can:
A) Contact the Financial Ombudsman Service, which will consider a complaint if you are:
- A consumer
- A micro enterprise which has a group annual turnover, and/or balance sheet, of up to €2 million and fewer than 10 staff
- A small business which has a group annual turnover of up to £6.5 million and fewer than 50 staff or a balance sheet total of less than £5 million
- A guarantor that has provided a guarantee or security in respect of an obligation of a micro enterprise or small business
- A charity which has an annual income of less than £6.5 million
- A trustee of a trust which has a net asset value of less than £5 million
ClearBank is a member of The Financial Ombudsman Service which provides a free, independent service for resolving disputes between customers and financial services institutions. You'll need to contact them within 6 months of our final response letter – and they'll ask to see the letter as a summary of our investigation of your complaint.
Contact details for the Financial Ombudsman Service are:
By post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Free phone: 0800 023 4567
Low-cost phone: 0300 123 9123
Email: [email protected]
B) Contact the Centre for Effective Dispute Resolution (CEDR) Service and seek advice about an alternative way to resolve your dispute.
CEDR will consider your complaint if:
- Your institution is actively registered with the Financial Conduct Authority (FCA) or
- Your complaint is outside of the FOS’ jurisdiction.
Where CEDR Rights are enclosed in your Final Resolution Letter, and you remain dissatisfied with ClearBank’s response to your complaint, please contact us within 6 months of the date of our letter, and ClearBank will arrange an appropriate meeting place and time to resolve the dispute, which may include engagement of the mediation services provided by CEDR.
ClearBank provides agency banking services to our customers, who are financial institutions. In line with DISP Complaint Forwarding rules, where ClearBank identifies that another bank or institution may be solely or jointly responsible for the issues underlying your complaint, ClearBank will forward details of your complaint to the relevant institution. In these circumstances, ClearBank will inform you of this decision, and the identity and contact details of the institution that will be responding to your complaint.