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, and if you do not have a Relationship Manager, you can contact CitiPhone. Click here to view CitiPhone number and operating hours.
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
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 relevant Ombudsman service:
- For Citi UK clients the relevant Ombudsman is the UK Financial Ombudsman Service.
- Please note, the UK Financial Ombudsman Service has certain limitations, including eligible clients, financial products and service types, and financial caps on amounts it may award. Further information and any assessment of eligibility is available at: https://www.financial-ombudsman.org.uk/consumers/expect/who-we-can-help.
- 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
Complaints publication report
Firm name: Citi UK Limited
Group: (if applicable): N/A
Other firms included in this report (if any): N/A
Period covered in this report: [1 July 2023 –31 December 2023]
Brands/trading names covered: Citi UK
| Number of complaints opened by volume of business | ||||||||
|---|---|---|---|---|---|---|---|---|
| Product / service grouping | Provision (at reporting period end date) | Intermediation (within the reporting period) | Number of complaints opened | Number of complaints closed | Percentage closed within 3 days | Percentage closed after 3 days but within 8 weeks | Percentage upheld | Main cause of complaints opened |
| Banking and credit cards | per 1000 accounts - 53.04 | N/A | 5032 | 5067 | 71% | 29% | 7% | Account related activities |
| Home finance | per 1000 balances outstanding | per 1000 sales | ||||||
| Insurance and pure protection | per 1000 policies in force – 0.23 | per 1000 policies sold - 16.67 | 1 | 1 | 0% | 100% | 0% | |
| Decumulation and pensions | per 1000 policies in force | per 1000 policies sold | ||||||
| Investments | per 1000 client accounts – 3.15 | per 1000 sales or equivalent transactions - 12.78 | 52 | 51 | 12% | 88% | 39% | Investment Transfer |
| Credit related | (Recommended only) per 1000 accounts / loans | (Recommended only) per 1000 sales | ||||||
| Claims management | per 1000 claims in progress and/or leads generated | N/A | ||||||
| Funeral plans | per 1000 plans in force | per 1000 plans sold | ||||||
Note 1: When providing the appropriate information on the context of complaints, a firm should choose the metric which best reflects whether the majority of business undertaken by the firm involves the provision of products or services by the firm itself or intermediation. In cases where this is not possible, a firm may provide information on context for both intermediation and provision.
Note 2: For provision, information on context should relate the number of complaints opened within the reporting period to the total volume of a firm’s relevant business at the end date of the reporting period. This is likely to include accounts opened, loans provided, policies sold and funds and investments provided before the commencement of the relevant reporting period.
Note 3: For intermediation, information on context published by a firm should relate the number of complaints opened within the reporting period to the number of sales within the relevant reporting period only.
Note 4: It is recommended that firms publish appropriate information on context in respect of credit-related complaints. However, publication of this data is not mandatory.
Note 5: When a firm publishes the ‘main cause of complaints opened’, this should be the cause category prompting the largest number of complaints for the relevant product/service grouping in, as applicable, Table 4 of Part A-2, DISP 1 Annex 1, Table 1 of DISP 1 Annex 1ABR or Table 1 of DISP 1 Annex 1ACR.
Egg, CitiFinancial, Future Mortgages or Citi Card Payment Protection Insurance (PPI) Complaint Information
The PPI complaints deadline of 29 August 2019 has now passed. For more information please see our 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 Ltd.
