Feedback and complaints
What you think counts
At Citi we aim to achieve the highest possible standards in the service we provide. We want you to be completely satisfied with your banking relationship and if you have a complaint or suggestion, we would like to hear from you. We value your feedback and will use it to introduce improvements that will make your Citi experience even better.
We know that things sometimes go wrong, so in this section you‘ll find out how to make a complaint and information on the number of complaints we’ve received and sorted out.
How to make a complaint
1. Talk to us
If you would like to speak to a Citibank Representative, call CitiPhone Banking on 0800 00 55 00. If you have a complaint, we'll try to put things right straight away. If this isn't possible, we'll ensure your complaint is dealt with by our Customer Care Unit.
2. Send a letter
If you prefer to put your complaint or feedback in writing, you can send a letter to the address below:
Citibank International plc
Global Consumer Banking
PO Box 49930
London
SE5 7XT
3. Email us
Or, if you have your e-PIN and access to the Internet, send us an email through Citibank Online, simply click on Customer Services. Then choose Send a message and choose the option for General queries.
What happens next?
When you contact us with a complaint, we'll do our very best to resolve the matter as quickly as possible. What's more, we'll keep you informed with regular progress updates. We'll write to you to confirm that we've received your comments and give you the details of the Citibank Representative who'll be your main contact.
After 8 weeks, if your complaint remains under discussion, we'll contact you to explain why the process has been extended. At this stage we'll also give you details of the Financial Ombudsman Service. This service is free to customers and enables you to have an unresolved complaint settled independently.
Information on our complaints
The table below details the number of complaints opened and how many were closed in the first half of 2011. It also shows the number of complaints which were upheld (found in the customer’s favour). We continually review the complaints we receive to help improve our products and services, in line with our commitment to treating customers fairly.
We’ll update this information every six months, with the next update due 28 February 2012.
Firm name: Citibank International plc
Other firms included in this report: n/a
Period covered in this report:1 January 2011 - 30 June 2011
Brands/trading names covered: Citibank, International Personal Bank, Private Bank, Non Resident Indian, Diners, Global Transaction Services.
Number of complaints opened |
Number of complaints closed* |
Number of complaints closed within eight weeks (%) |
Closed complaints upheld by Citi (%) |
|
Banking |
571 |
631 |
95% |
28% |
Home Finance |
1 |
2 |
50% |
0% |
Investments |
3 |
3 |
67% |
0% |
*There are sometimes more complaints closed than opened, why is this?
The column entitled ‘Number of complaints opened’ shows the total number of complaints which were opened in the six month period. The column called ‘Number of complaints closed’ shows all the complaints which were closed in that same period and includes some complaints which were opened before this reporting period.