The deadline to submit your PPI complaint has now passed

From the 30th August 2019 Canada Square Operations are no longer able to accept any new PPI complaints or PPI Checker requests.

COVID-19: We currently have fewer staff available in our offices due to the impact of Covid-19. We have unfortunately had to close our telephone lines and it is taking us longer than usual to respond to incoming requests. Please be assured we will continue to work all requests and will provide you with a response as soon as possible.

The health and safety of our colleagues and their families, as well as our clients and the communities we serve, are of the utmost importance. We continue to take proactive measures to preserve their well-being while we maintain our ability to serve our clients.

If you want more information regarding PPI on an Egg Card or Egg Money Card which was transferred to Barclaycard, please contact Barclaycard directly on 0800 282 390. If you want more information regarding PPI on your Citicard which was transferred to NewDay (previously known as opus/SAV) please contact them directly on 020 7160 8800.

Our commitment to you

At Citi our aim is to ensure all of our customers have equal access to our services regardless of their personal circumstances. We are committed to providing customers with various options to help access and easily navigate our website. We offer a range of services for those who have disabilities including sight loss or visual impairment, difficulty with numbers or reading and difficulty with hearing or speech. You can find details of the services available at Help with this site section below.

Our helpline telephone number is 0800 358 2101 and lines are open Monday to Friday 9am to 5pm.

PPI refund scams – – if you have been contacted by someone telling you they can release your PPI refund if you make a small payment THIS IS A SCAM. We do not need any payment from you in advance of processing your claim for PPI redress. For further information please visit the FCA Website.

Privacy
Statement The PPI
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PRIVACY STATEMENT

CLOSED AND DIVESTED RETAIL BANK AND CONSUMER FINANCE OPERATIONS:

Personal / Consumer Banking, Consumer Loans, Mortgages and Credit Cards and other financial services products and services

This Privacy Statement explains how Citi stores and processes (for limited purposes) personal information from former customers from its closed or divested consumer banking business, including loans, mortgages, credit card, insurance, pensions or other retail investment products, and also how we retain and process data from certain persons that were associated with those products or services, such as insurance or trust beneficiaries, family members, signatories, nominees and authorised individuals.

Divested retail banking and consumer finance operations include any personal banking and other financial services that Citi transferred to other banks or financial institutions.

Citi operates globally: If you were a customer of a closed or divested business in one country, but you are currently a Citi customer in another country or through a global or multi-currency account or relationship, this Privacy Statement does not apply to you and you should refer to the Privacy Statement applicable to your current relationship.

This Privacy Statement contains information on how we use your data and about exercising your data protection rights.

This Privacy Statement does not change how we store, safeguard and manage your data and does not change any prior communications in regard to the safekeeping of financial instruments or any surviving provisions in the general terms and conditions of your retail banking account or consumer finance product agreement, other than in respect to compliance with privacy law and regulation.

This Privacy Statement takes effect on 2nd May 2019.

1. When does this Privacy Statement apply to you?

1.1 It applies if:

you are a Retail Customer, or a person associated with a corporate client from a closed or divested consumer retail bank account or other financial product with one of the entities listed in the table below;

Data Controller	Country
Citibank International plc (Greek Branch)	Greece
CitiFinancial Europe Ltd	UK
Future Mortgages Ltd (now known as Dukinfield Mortgages Ltd)	UK
Egg Banking plc (now known as Canada Square Operations Limited)	UK
Citibank UK Limited, Hungarian Branch	Hungary
Citibank UK Limited, Sucursal en España	Spain
Citigroup España S.A.	Spain
Citibank UK Limited, organizacni slozka	Czech Republic

* Citibank UK Limited is successor in title to Citibank International Limited

2. How can you contact Citi?

2.1 The data controllers on this Privacy Statement appear in the table in section 1 and can be reached by clicking through the appropriate country for the business entity applicable to you through this link http://www.citigroup.com/citi/about/countrypresence/

Citi entities may have continued performing corporate and investment banking operations and do no longer have direct business relationships with individual clients. However, you, or the bank or financial institution to where your accounts or products were transferred, may request any information we collected and processed while you were a Citi customer.

2.2 If you have any questions or requests in relation to your personal information, you may also the EMEA Chief Privacy Officer as follows:

Data Protection Officer (Chief Data Privacy Officer - EMEA)
33 Canada Square
London
E14 5LB
United Kingdom

3. Why does Citi process your personal information?

Citi may process your personal information for the reasons set out below.

(a) Where the processing is necessary for us to perform a contract with you or for requested pre-contract steps	To provide for execution, closure or winding-down of ‘in-flight’ transactions (that is, transactions that originated while you were still a customer and have continued to date) such as repayment over time of a personal loan, mortgage or any other instrument you contracted with Citi and was not transferred to another bank or financial institution . This includes processing of instructions and generation of confirmations, advices and statements and the carrying out of instructions. To allow a continuing third party to whom your account or product was transferred to access your personal and transactional data records , and in compliance with instructions that we may receive from you through those third parties.
(b) Where we are required by EU and country law	To disclose information to governmental entities or regulatory authorities, or relating to an ‘in flight’ transaction intermediaries and counterparties, courts or other parties. To conduct compliance activities such as audit and reporting, assessing and managing risk, maintenance of accounting and tax records in accordance with applicable regulations or from instructions from financial and prudential regulators, the prevention and prosecution of fraud, anti-money laundering (AML) and other forms of crime, debt recovery, prevention and measures relating to sanctions, anti-terrorism laws and regulations. This includes know your customer screening (which involves identity checks and verifying address and contact details); screening of politically exposed persons (which involves screening client records against internal and external databases to establish connections to politically exposed persons or ‘PEPs’); sanctions screening (which involves the screening of clients details against published sanctions lists); and with any Citigroup trustee to maintain a trust. We may verify information from you and/or your spouse or partner. For compliance with duties under any Tax Act and applicable laws, including under the Foreign Account Tax Compliance Act and the Common Reporting Standard. To retain record telephone conversations and electronic communications with you, that resulted in transactions and to keep samples of your signature likeness and handwriting. To process any customer complaints including claims in the United Kingdom for complaints on PPI (Payment Protection Insurance).
(c) Where necessary for our or a third party’s legitimate interests (as listed here)	To comply with fiduciary obligations with the bank or financial institution is the continuing party of your account or product and to whom Citi owes a duty to account. To monitor and analyse former and current use of Citi services, for risk assessment and control, for statistical and trend analysis, for compliance with IT policies and system administration, operation, testing and support, and to operate information storage systems. To help detect, investigate, and prosecute fraud and other criminal activity, and share this data with Citigroup legal, compliance, risk and managerial staff to assess suspicious activities. To manage our information technology and to ensure the security of our and third party storage systems. To disclose information to and comply with instructions of relevant governmental, tax or regulatory bodies, financial markets, brokers or other intermediaries, counterparty, court, auditors or other third parties and to conduct compliance activities, in our, or someone else's interests, in connection with any transaction or instruction anywhere in the world (and specifically outside the territories in 1.1) and to make such disclosures (even to the detriment of the client or its beneficiaries) to prudential regulators in respect of US persons, including under the Foreign Account Tax Compliance Act and the Common Reporting Standard. To make applications for protective orders or directions to courts supervising Citi as Trustee or to establish, exercise or defend legal claims and in order to protect and enforce Citi’s rights, property, or safety, or to assist our clients or others to do this. To investigate and respond to any complaints about us or our business or any incidents relating to us or our business (including Payment Protection Insurance (PPI) claims in the United Kingdom) and to help maintain service quality and train staff, to deal with complaints and disputes.
(d) Where you consent to the processing of personal data	Under your directions to establish a relationship with a financial institution other than Citigroup, in which Citi or any related party may release all necessary personal data and execute all secrecy waivers and consents for disclosure and data processing required by that other financial institution. Prior to making a distribution from the issuer of a security to shareholders, Citi may require that an interest holder provide authorisation and consent. For the purposes of providing and executing repayments into your accounts. You can withdraw or revoke consents in this section (d) at any time. However, if we need your consent to process to carry out an activity, we will not be able to perform that activity or provide services and will we will cease using your data for this purpose, but may continue to process your data for purposes where we have other lawful grounds to do so, such as where we are legally required to keep records of transactions. Withdrawing or revoking your consent will not affect any processing of your information which has already taken place by that date.

4. Where does Citi obtain information about you?

We safeguard and store information that you provided us directly and information we learnt about you from our communications and dealings with you. We may have also obtained information about you from others, as set out below.

(a) Our clients	The individual, corporate or institutional client, you are associated with (if relevant). Our clients may be based in the EU or outside the EU. We obtain your name, company, title and job description and contact details such as email address and telephone number or business address.
(b) Public sources	Sources both inside and outside the EU, such as credit reference agencies, fraud prevention agencies and outlets, professional background checking entities, international sanctions lists, any publically available databases or data sources. The information we obtain from credit reference agencies will include public information such as county court judgments and information from the electoral register. Data we may obtain may be shared with Citi Companies and include your name, gender (including any former gender), company, title and job description and contact details such as email address and telephone number or business address, details about your personal or business interests or activities.
(c) Other sources	Any research agencies that may have carried out research on our behalf both inside and outside the EU.

5. To whom does Citi disclose your personal information?

We disclose your personal information to others as follows:

where applicable, to the bank or financial institution that acquired the divested retail banking operation or the portfolio of consumer finance products and, subject to legal restrictions, to in-country Citigroup affiliates, for the purpose of winding down a business line and other purposes identified in this Privacy Statement;
in case of threatened or filed litigation, with counsel and external advisors;
if false or inaccurate information is provided or in case of a criminal or money laundering investigation, to cooperate with authorities; and to any government, judicial, or regulatory body of which your Citigroup entity is a member or is subject to that body’s jurisdiction or rules;
we will also disclose your information:
1. Without divulging or giving access to your banking or transaction details, to our sub-contractors and persons acting as our agents who have agreed to manage the storage of your information under strict confidentiality undertakings;
2. to any bank, financial institution or company that processes claims on your behalf, whether contractual or not, arising out of a closed relationship, and to the Credit Management Companies you have given authority to; and
3. to any third parties providing services to us, in respect of any claims or queries arising out of, or in relation with, any agreement that existed between you and us, including our processors (a) Equiniti and (b) Tata Consulting Services (TCS).
When third party processing occurs outside the EU/EEA, in countries that have different data protection standards to those which apply to the European Economic Area, we put in place standard contractual clauses in the models approved by the European Commission, or rely on other valid data transfer mechanisms.
in case of substantial business risks and as permitted by applicable law, Citi and Citigroup may process and exchange personal data with the responsible Citigroup chief trust officer, senior risk officer, compliance officer, tax officer, anti-money laundering officer, fraud officer, audit officer, data protection officer, control officer, Citi leadership team, and Citi managers;
at the request of any financial institution, payment infrastructure provider, custodian, sub-custodian, fund houses, fund administrators or issuers of securities in relation to any payment or repayment of a loan or investment;
as required in order to establish, exercise or defend or to protect legal claims, including in relation to our contracts with our clients and in order to protect the rights, property, or safety of us, our business, any Citi entities, our clients or others including to legal, tax or other professional advisors, government and law enforcement authorities and with other parties involved in, or contemplating, legal proceedings;
to any competent regulatory, prosecuting, tax or governmental authorities, courts or other tribunals in any jurisdiction: (i) for or in connection with an examination of us by bank or other examiners; (ii) pursuant to subpoena or other legal process; (iii) at the express direction of any other authorised government agency; (iv) to our internal or external attorneys or auditors; (v) to others to whom we are required to make such disclosure by applicable law.

6. Where does Citi store your personal information?

We archive your personal and financial data within our IT network, or when authorised by local regulators, within secured IT virtual servers or private cloud networks and deep archive solutions, operated by Equiniti in the UK or IBM in other European countries in respect of electronic files; and Iron Mountain, for paper records. Please note that only us, the bank or financial institution that acquired a divested retail banking operation, and our and their financial and prudential regulators have a legal right to audit your personal or financial data.

Due to the nature of electronic communications, data processors also store transient copies of customer data that are subsequently deleted after the data is processed and there is no mandate to retain it under applicable law.

7. For how long does Citi store your personal information?

Personal data processed in connection with an account or banking or financial product or service will have been stored during the term in which that account or product (and any transaction under it) remained open, followed by a prudential retention period. The length of this retention period is determined by the statute of limitations in the country where you opened your account or product, or under the law governing your contract or transaction. In most cases, account information will be deleted after 10 years after the divestiture or closure of the business by Citi for any accounts active at the time (with variations: 15 years in Spain and 20 years in Greece). Telephone recordings or electronic communications that resulted (or may have resulted) in a transaction will have been retained for a short period and are be available to you from the date of that communication.

8. What automated decision taking does Citi carry out?

There is no automated decision-making or profiling undertaken in connection with closed operations

9. What are your rights in relation to personal information?

9.1 You can ask us to: (a) provide a copy of your personal information; (b) correct errors or mistakes in your personal information; (c) erase your personal information after the statutory limitation period (if for error or omission we have not already disposed of your data at the end of that period); (d) transfer your personal information to other organisations; and (e) restrict processing of your personal information (for example for marketing purposes). These rights are limited by law.

9.2 If you wish to exercise these rights or if you have any queries about your personal information, please contact the Data Protection Officer using the contact details in Section 2 above. If you have unresolved concerns you have the right to complain to the relevant data protection authorities. You can bring the complaint in the Member State where you reside, where you work or where the alleged infringement of data protection law occurred.

10. Cookies and Online Identifiers

For information on Cookies and Online Identifiers please refer to the security and privacy section on our website.

11. Changes to this Privacy Statement

If we modify this Privacy Statement at any time we will place the modified versions on this website. We encourage you to regularly review this Privacy Statement to ensure that you are always aware of what personal information we collect and how we use, store and disclose.

The FCA set a deadline of 29^th August 2019 for PPI complaints and delivered a nationwide communications campaign to raise awareness of this deadline among consumers.

The deadline to submit your PPI complaint has now passed. As of 30th August 2019 Canada Square Operations are no longer able to accept any new PPI complaints. If we received your PPI complaint or PPI Checker request before the 30th August we will continue to investigate your complaint and get back to you with a response within 8 weeks.

PPI complaint already submitted

If you have made a PPI complaint and not received a decision, there is nothing further you need to do. We will write to you if any further information is required or confirm the outcome of our investigation within 8 weeks from the date of receipt. This will include the outcome of both the PPI mis-sale complaint and the level of commission earned on your policy.

Organisations that provide help and support

The following bodies have information relating to PPI complaints and /or advice on making a complaint:

Financial Ombudsman Service

Financial Conduct Authority

Citizens Advice Bureau

Financial Services Compensation Scheme

Money Advice Services

If you require any further information please refer to our frequently asked questions (FAQ) or for any assistance with this website please refer to Help with this site.

The deadline to submit your PPI complaint has now passed, as of 30th August 2019 Canada Square Operations are no longer able to accept any new PPI complaints.

Has time run out for me to claim back money for PPI?

The Financial Conduct Authority set a deadline of 29^th August 2019 for PPI complaints and delivered a nationwide communications campaign. Therefore if you have not already complained, you won't be able to claim money back for PPI.

If you couldn’t complain within the time limit because of your personal circumstances then you can write to us making a complaint and we will assess all information provided to decide if there were any ‘exceptional circumstances’ and whether we will therefore accept your complaint despite the deadline.

If there were exceptional circumstances that prevented you from making a complaint prior to the PPI deadline of 29^th August 2019, please submit your complaint with your name, address and any previous name(s) and addresses that might help us to identify you, as well as the details of the exceptional circumstances.

The information you provide will be considered to determine if we can accept your complaint after the PPI deadline.

The address to write to is:
Canada Square Operations
PO Box 4903
Worthing
BN99 3AR

What happens once I have raised a complaint and how do I get an update?

Upon receipt of a complaint Canada Square Operations will promptly write to you to acknowledge it. Should we require any additional information from you in support of our investigation we will request this within our correspondence to you.

We will aim to resolve your complaint as soon as possible, however due to the unprecedented volumes received prior to the PPI deadline it is taking us longer than usual to respond to complaints. This may mean we are unable to provide you with a final decision within the usual 8 week timescale but we will keep you informed of our progress at this time.

Step	What we do	Timescale
Acknowledgement	Log your complaint on our system before issuing you an acknowledgment letter which will include your unique complaint reference	Usually we acknowledge your complaint within 10 days and you will receive an acknowledgement letter in the post within 14 days. However, due to the high volumes it may take us longer than usual to acknowledge your complaint and may take up to 30 days.
Investigation	Collect all relevant information relating to your complaint before conducting a thorough investigation	Within 8 weeks of receiving your complaint we aim to send you a final response letter confirming the outcome of our investigation into your complaint. However where we are unable to confirm a decision within 8 weeks, we will send a letter advising you of this and confirm when we expect to provide you with a decision
Final Decision	We will write to you to explain our final decision in detail and if appropriate detail the refund due to you. Any refund payment will then be made within 25 working days

Can I contact you via phone regarding my complaint?

Unfortunately, we are unable to provide any account specific information over the phone, however we do have a helpline which can assist you with understanding our complaints process as well as arranging for correspondence in alternative formats such as large print or braille if required.

Our helpline telephone number is 0800 358 2101 and lines are open Monday to Friday 9am to 5pm.

I have received a PPI Checker response which states you will be automatically converting my request into a complaint, what will happen next?

Canada Square Operations committed to take forward any instances where we have identified PPI on your account(s) after 29^th June 2019 and before the PPI deadline, by automatically converting them into a complaint.

Once we have converted your request into a PPI complaint we will write to you to acknowledge it. Should we require any additional information from you in support of our investigation we will request this within our correspondence to you.

We will always aim to resolve your complaint as soon as possible, however if your complaint is still under investigation at 4 weeks, we will send you a letter to inform you of the progress that we are making. We aim to deal with your complaint within 8 weeks. When we have arrived at a decision we will write to you informing you of the outcome.

Step	What we do	Timescale
Acknowledgement	Log your complaint on our system before issuing you an acknowledgment letter which will include your unique complaint reference	Usually we acknowledge your complaint within 10 days and you will receive an acknowledgement letter in the post within 14 days.
Investigation	Collect all relevant information relating to your complaint before conducting a thorough investigation	This could take up to 6 weeks.
Final Decision	We will write to you to explain our final decision in detail and if appropriate detail the refund due to you. Any refund payment will then be made within 25 working days	Within 8 weeks of receiving your complaint.

What is Payment Protection Insurance (PPI)?

Payment Protection Insurance is insurance that could cover monthly repayments on credit agreements, such as unsecured loans, mortgages and credit cards. The payment protection policy helps if the person, who takes out the protection dies, has an accident, is sick and unable to work or becomes unemployed, depending on the level of policy cover that was taken out. The insurance company pays the monthly repayments (or a percentage of them) on the policyholder's behalf for a fixed period, or the outstanding balance is cleared in the event of death.

What is Card Repayment Protection (CRP)?

Card Repayment Protection is a form of Payment Protection Insurance sold on credit cards. CRP premiums were charged monthly as a percentage of the outstanding balance on the credit card.

Which Products did you sell PPI on?

Canada Square Operations covers the following products which sold PPI or CRP:

Egg Card and Egg Money Card*
Citi Card**
Egg Loan and Egg Mortgages
CitiFinancial Loans and Future Mortgages

*If your Egg Card or Egg Money account was transferred to Barclaycard please contact Barclaycard directly on 0800 282 390

**If your Citi Card was transferred to NewDay (previously known as opus/SAV) please contact them directly on 020 7160 8800 if you have any concerns on PPI cover on your account.

I previously made a PPI complaint can I still complain about Plevin?

The deadline to submit your PPI complaint has now passed, as of 30^th August 2019 Canada Square Operations are no longer able to accept any new PPI complaints, this also applies to complaints relating to any potential unfair commission that may have been present on the account.

You contacted me some time ago telling me that I may have been mis-sold PPI / CRP. Is this letter still valid and what do I need to do to register my complaint?

The deadline to make a complaint relating to PPI has now passed, as of 30th August Canada Square Operations will no longer accept any new PPI complaints, this includes any complaints which would be registered off the back of previous letters from us.

My complaint has been upheld, when will my money be paid?

If you are entitled to receive a refund, we will write to you to confirm how we have calculated your refund. We will provide any refund payment by cheque within 25 working days of the date of our final response letter. This is the letter that provides the outcome of your complaint investigation. If you have changed your name, we will write to you requesting identification evidencing your change. Please note that we will be unable to pay any refund until we have received valid documentation.

If you have a debt relief order, bankruptcy order or you are in an Individual Voluntary Arrangement (IVA) which was entered into after the sale of the PPI policy and a refund is due, it will be sent directly to the Official Receiver or Insolvency Practitioner.

If this is the case we will explain this clearly in the letter we send you with our calculation breakdown.

Can you pay the money directly into my current account?

Any redress that is due will be sent directly to the former account holder(s) in the form of a cheque as we are unable to send the funds electronically.

Can you pay the money to someone else?

Redress will only be paid to the complainant and not a third party person, such as a Claims Management Company or persons making a complaint on behalf of the customer. However should you be in an IVA (Individual Voluntary Arrangement), the redress will be sent directly to them. If you are making a complaint on behalf of someone who is deceased the redress will be paid directly to the executor of the estate.

I am in an active Individual Voluntary Arrangement (IVA) or have been made bankrupt, who will receive the redress?

If you are in an active IVA or have been made bankrupt after the sale of the PPI policy, any redress due will be paid directly to the insolvency practitioner or the company managing your insolvency arrangement.

Once you have made your complaint, it may be worthwhile contacting them to inform them that you have submitted a complaint to ensure that they still require any redress that is paid.

How is PPI compensation calculated?

As a general rule, if your complaint is upheld and you are due a refund it will include all insurance premiums paid, interest on those premiums and where applicable, interest calculated at 8% (less basic tax). A full breakdown of how your refund was calculated will be included in your final response letter.

Is there tax payable on any refund I might receive?

From 1 October 2013, the tax laws changed and Her Majesty's Revenue & Customs (HMRC) requirements mean we must deduct income tax at the basic rate (currently 20%) from any interest paid. HMRC treat the additional payment which relates to 8% interest as taxable income and as such we will deduct income tax at the basic rate.

If you are not liable for income tax at all, you can reclaim any tax deducted from HMRC.

My account was sold and is still open, what do I need to do?

If your account has been sold, when calculating the amount of redress owed to you we will consider our own records and where possible contact the current owner of the account to obtain relevant information about your account.

If your account is still open you may wish to contact the current owner to make a payment to either clear or reduce any outstanding balance remaining on your account.

What can I do if I am still not happy with your decision?

In your final response letter we will have detailed if you have the right to refer your complaint to the Financial Ombudsman Service (FOS).

The Financial Ombudsman Service was set up by Parliament to resolve individual complaints about financial services. They can give a free and unbiased answer to mis-sold PPI complaints procedures. You can contact the FOS as follows:
The Financial Ombudsman Service
Exchange Tower
London E14 9SR
United Kingdom

https://www.financial-ombudsman.org.uk/consumer/complain-online.htm
Calls to this number are now free on mobile phones and landlines 0800 023 4 567

Opening hours 8am to 8pm Monday to Friday, and from 9am to 1pm on Saturdays.

I have referred my complaint to the FOS. What will happen now?

We will work with the FOS and provide them with all of the relevant case notes to allow them to complete their investigation. We will liaise directly with the FOS to deal with complaints as quickly as we can. In the meantime we will be unable to discuss the complaint with you, whilst the FOS completes their investigation. However you can contact the FOS using the free phone number for mobile phones and landlines 0800 023 4 567.

Where can I find potentially helpful sources of information on PPI complaints?

The following bodies have information relating to PPI complaints and /or advice on making a complaint:
Financial Ombudsman Service
Financial Conduct Authority
Citizens Advice Bureau
Financial Services Compensation Scheme
Money Advice Services

I want to make a complaint which is not about PPI, and or Plevin how do I do this?

All our accounts are now closed or have been transferred to a new provider. If your account has been transferred to a new provider, please contact them directly using the details in your welcome letter which you would have received when the account was first moved. If you would like to contact Canada Square Operations about an account that was not transferred or is closed, please write to us at:
Canada Square Operations
PO Box 4903
Worthing
BN99 3AR

The data relates to the second half of 2019, July through December and includes the number of complaints opened in this period, the percentage of these closed within 3 days and 8 weeks, and the percentage of closed complaints that we upheld. The biggest category of complaints for Canada Square Operations and CitiFinancial Europe Ltd is general insurance and pure protection, with the majority of these relating to PPI.

The Information is updated every six months, with the next update due by 31 August 2020.

Firm name: Canada Square Operations Ltd (formerly known as Egg Banking plc)
Other firms included in this report: n/a
Period covered in this report: 1 July – 31 December 2019
Brands/trading names covered: Canada Square Operations (formerly known as Egg)

Number of complaints opened

Number of complaints closed

Percentage closed within 3 days

Percentage closed within 8 weeks

Percentage upheld

Banking & Credit cards

3.4%

75.8%

27.5%

Home Finance

66.6%

8.3%

Insurance & Pure protection

86273

77636

0.5%

72.3%

37.9%

Decumulation, life & pensions

Investments

Firm name: Citi Financial Europe Ltd
Other firms included in this report: n/a
Period covered in this report: 1 July – 31 December 2019
Brands/trading names covered: Citi Cards and CitiFinancial Loans

Number of complaints opened

Number of complaints closed

Percentage closed within 3 days

Percentage closed within 8 weeks

Percentage upheld

Banking & Credit cards

77.7%

33.3%

Home Finance

77.7%

55.5%

Insurance & Pure protection

32020

26713

0.4%

76.2%

46.9%

Decumulation, life & pensions

Investments

*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.

Canada Square Operations Ltd (formerly known as Egg Banking plc) has transferred ownership of its credit card accounts to Barclays Bank plc. Complaints related to Egg credit cards and related insurances received after 29 April 2011 are reported by Barclays Bank plc and are therefore not included in the figures above

Canada Square Operations Ltd (formerly known as Egg Banking plc) has transferred ownership of its savings and mortgage accounts to Yorkshire Building Society. Complaints related to Egg savings and mortgage accounts and related insurances received after 31 October 2011 are reported by Yorkshire Building Society and are therefore not included in the figures above. You can find details of YBS's complaints data on the YBS website.

Help using our services

We are making changes to our website and if you are using assisted technology to read these webpages you may find some of the text does not read correctly. If you are experiencing difficulties, you can get support from one of our agents by contacting our helpline.

The deadline to submit your PPI complaint has now passed, as of 30th August 2019 Canada Square Operations are no longer able to accept any new PPI complaints.

Our helpline telephone number is 0800 358 2101 and our lines are open Monday to Friday 9am to 5pm

Our website
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