Citi is committed to communicating openly and honestly with all our clients. This includes making it easier for you to share the parts of your Citi experience that did not meet your expectations. We aim to achieve high standards in the service we provide and we want you to be completely satisfied with your relationship with us.
If you would like to make a complaint about a Citi product and/or service please follow the steps below to help us resolve your complaint. This feedback is valuable to us to improve the services we offer you.
How to contact us
You have two easy ways to communicate your complaints and suggestions to us:
Talk to us
In the first instance if you have a Relationship Manager please contact them to assist you with the concerns you have. Alternatively, if you do not have a Relationship Manager Click here to view the Citiphone Helpline numbers and the new operating hours effective 15 May 2023.
Write to us
If you prefer to put your complaint in writing you can email us at customercareunit@citi.com
You can also send a letter to the address below :
Complaints Officer
Level 10, Citigroup Centre 1
33 Canada Square
London E14 5LB
United Kingdom
Contact us online
You can send us a secure message via Citi Online. Please go to the Service Centre online - select send a message – select send a request – select banking from the product category –select complaint request from the topics menu.
If you have not yet signed up to Citi Online please do this now using this helpful guide. This will help you to more easily access the services you need.
If you are an IPB client, what happens next?
- We will acknowledge your complaint promptly, but no later than five business days from the date we have received your complaint.
- We will aim to resolve your complaint as quickly as possible and in line with the following regulatory time limits:
- For a payment related complaint, we will aim to issue you with a final response within 15 calendar days. In exceptional circumstances, where we cannot issue you with a final response within 15 calendar days, we may extend this period to 35 calendar days and we will contact you to explain where this may be the case.
- For a non-payment related complaint, we will aim to issue you with a final response within 56 calendar days.
- Where your complaint is part payment related and part non-payment related, whilst we will look to deal with all aspects of your complaint together, we will issue you a final response in accordance with the time-frames outlined above.
- The final response letter will tell you whether or not we have upheld your complaint, the details of any redress we propose to offer you and the reasoning behind our decision.
- If you are unhappy with our final response, or if we have been unable to provide you with one within the regulatory time limits stated above, you may seek the assistance of the UK Ombudsman service:
- You must contact the Ombudsman about your complaint within 6 months of the date of our final response letter. If you contact the Ombudsman at a later date, it may not be able to review your complaint. You must also contact the Ombudsman within 6 years of the event complained about or (if later) 3 years of when you could reasonably have been expected to become aware that you had a reason to complain.
Contact details for the UK Ombudsman are:
The Financial Ombudsman Service
Exchange Tower
London E14 9SR
United Kingdom
Tel: +44 207 964 1000
Email: complaint.info@financial-ombudsman.org.uk
www.financial-ombudsman.org.uk
If you are a Jersey IPB clients, what happens next?
- We will acknowledge your complaint promptly, but no later than five business days from the date we have received your complaint.
- We will aim to resolve your complaint as quickly as possible and in line with the following regulatory time limits:
- We will aim to issue you with a final response within eight weeks.
- The final response letter will tell you whether or not we have upheld your complaint, the details of any redress we propose to offer you and the reasoning behind our decision.
- If you are unhappy with our final response, or if we have been unable to provide you with one within the regulatory time limits stated above, you may seek the assistance of the Channel Islands Financial Ombudsman (CIFO) service.
- Referrals to CIFO must be done within six months of us sending you our final response regarding your complaint. You must also contact CIFO within 6 years of the event complained about or (if later) 2 years of when you could reasonably have been expected to become aware that you had a reason to complain.
Contact details for Channel Islands Financial Ombudsman (CIFO) are:
Channel Islands Financial Ombudsman (CIFO)
P O Box 114
Jersey, Channel Islands
JE4 9QG
Website: www.ci-fo.org
Jersey local phone: 01534 748610
Guernsey local phone: 01481 722218
Email: enquiries@ci-fo.org
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