Citi Cards complaints procedure explained
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We're committed to addressing your complaint quickly and efficiently |
We aim to achieve the highest possible standards in the service we provide. If you are not satisfied with any aspect of our products or service, we have an internal procedure in place for handling your complaint fairly and speedily.
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
If you want to make a complaint, you should contact as soon as possible so we can help put things right. If we are unable to resolve your complaint right away, it will be escalated to our Complaints Handling Team where a member of staff with the appropriate knowledge and authority will work with you to resolve the matter as quickly as possible.
Call us
Telephone: 0870 908 6000
If calling from outside the UK, telephone: +44 20 7477 2645
Typetalk: 18001 0870 33 8925
Lines are open: 24 hours a day, 7 days a week
Write to us
Complaints Handling Team
CitiFinancial Europe plc
PO Box 49920
London
SE5 7ZF
How our Complaints Procedure works
Upon receipt of your complaint, the Complaint Handling Team will promptly acknowledge your complaint in writing and manage the matter until it has been resolved.
During the course of our investigation we will keep you updated with our progress through to the issue of a final response.
Should we be unable to resolve the complaint to your satisfaction within eight weeks of receiving your complaint, we will write to you again explaining the reasons why and advise you when we expect to provide a final response. These timeframes are in line with regulations set out by the Financial Services Authority.
If you wish your complaint to be reviewed by the Finance and Leasing Association (FLA) you may contact them at any time during the complaints process.
Alternatively, after eight weeks (or sooner if you have received our final response) you may exercise your right to refer your complaint to the Financial Ombudsman Service. Typically you have six months from the date of our final response to do this.
Useful contacts
Finance and Leasing Association (FLA)
The Finance and Leasing Association (FLA) is the leading trade association for the Asset, Consumer and Motor Finance sectors in the UK. They offer a conciliation service for unresolved complaints. You can contact the FLA as follows:
www.fla.org.uk
Telephone: 020 7836 6511
Typetalk telephone: 18001 020 7836 6511
Finance & Leasing Association
2nd Floor
Imperial House
15-19 Kingsway
London
WC2B 6UN
Financial Ombudsman Service (FOS)
The Financial Ombudsman Service is free and offers you independent advice and support. The FOS is available to settle certain complaints you make if they cannot be settled through our internal complaints procedures. You can contact the FOS as follows:
www.financial-ombudsman.org.uk
Telephone: 0845 080 1800
If calling from outside the UK, telephone: 020 7964 0500
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
The table below details the number of complaints opened and how many were closed in the first half of 2010. It also shows the number of complaints which were upheld (found in the customer’s favour). The number of complaints we received equates to less than 1.5% of the accounts held by CitiFinancial Europe plc in January 2010. 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 2011.
Firm name: Citifinancial Europe plc
Other firms included in this report: n/a
Period covered in this report: 1 January - 30 June 2010
Brands/trading names covered: Citicards and Citifinancial Loans
Number of complaints opened |
Number of complaints closed |
Number of complaints closed within eight weeks (%) |
Closed complaints upheld by Citi (%) |
|
Banking |
3167 |
3301 |
74% |
42% |
Home Finance |
1 |
4 |
25% |
0% |
General insurance and pure protection |
3724 |
3154 |
86% |
54% |
*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.