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
If you have a suggestion then please go to the feedback form We value your feedback and will use it to introduce improvements that will make your Citi experience even better.
1. Talk to us
If you would like to speak to a Citi Representative, call CitiPhone 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:
Global Consumer Banking
Citibank Europe plc, UK Branch
PO Box 4012
3. Email us
You can also send us an email through Citi 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 Citi 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.
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:
The Financial Ombudsman Service
London E14 9SR
Information on our complaints
The table below details the number of complaints opened and how many were closed in the first half of 2016. 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.
This information will be updated every six months, with the next update due by 31 August 2017.
Firm name: Citibank Europe plc
Other firms included in this report: n/a
Period covered in this report: 1 July 2016 – 31 December 2016
Brands/trading names covered: Citi, Citi 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 8 weeks (%)||Closed complaints upheld by Citi (%)|
*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.
Egg, CitiFinancial, Future Mortgages or Citi Card Payment Protection Insurance (PPI) Complaint Information
If you think you may have been mis-sold an insurance policy on an Egg, CitiFinancial, Future Mortgages or Citi Card product please visit the PPI Complaints Page.
Canada Square Operations has been appointed to deal with all customer correspondence on behalf Egg Banking plc, Future Mortgages Ltd and CitiFinancial Europe plc.