Complaint Process

Complaint Process

At FirstBank UK Limited, we aim to provide excellent service to our customers. However, we recognise that sometimes things can go wrong. If you have a complaint, please let us know as soon as possible.

We will do our best to resolve your complaint as quickly as possible. If we cannot resolve it immediately, we will acknowledge your complaint promptly and keep you informed of what happens next. In most cases, we will send you our final response within 8 weeks of receiving your complaint.

You can make a complaint using any of the following channels:

Email: clientservicesgroup@firstbankgroup.com

Phone: +44 (0)20 7920 4920
Monday to Friday, 9am–5pm (excluding UK bank holidays)

Post:
FirstBank UK Limited
28 Finsbury Circus
London
EC2M 7DT

Relationship Manager: If you have an assigned Relationship Manager, you may also raise your complaint directly with them.

In Person: You can also raise a complaint when visiting our UK office or representative office in Nigeria, and we will ensure it is handled through the appropriate FirstBank UK complaints process.

Please include as much information as you feel able to, such as:

  • your full name and contact information
  • account or reference numbers (if applicable)
  • a clear description of what happened
  • key dates
  • any documents that may help us understand the matter
  • how you would like us to put things right

If you cannot provide all of this information, please still contact us and we will guide you through the process.

We aim to handle complaints fairly, promptly and clearly. This page explains how to raise a complaint and what you can expect from us.

When we receive your complaint, we will review it carefully and acknowledge it within 5 business days. If we need more time to investigate, we will keep you updated on our progress.

For a general complaint, we will send you our final response within 8 weeks of receiving your complaint. If we are unable to do so, we will write to you by the end of the 8 weeks to explain why, tell you when you can expect our final response.

If your complaint relates to a payment, we will send you our final response within 15 business days of receiving your complaint. If we are unable to do so, we will write to you by the end of the 15th business day explaining why and telling you when you can expect our final response, which will be no later than 35 business days from the day we received your complaint.

In either case, where we cannot meet the deadline, we will provide details of the Financial Ombudsman Service.

If you need extra support to make a complaint, please let us know. We can provide assistance with completing forms, alternative formats, additional communication support and tailored communication preferences where appropriate.

If you are dissatisfied with our final response, you may refer your complaint to the Financial Ombudsman Service, free of charge. You would usually need to do this within 6 months of the date of our final response letter.

You may also refer your complaint to the Financial Ombudsman Service if we have not sent our final response within 8 weeks for a general complaint, or within 15 business days for a complaint about a payment.

You will find all the information you need in this leaflet or at financial-ombudsman.org.uk.

Financial Ombudsman Service Exchange Tower Harbour Exchange Square London E14 9SR Phone: 0800 023 4567 0300 123 9123 (calls cost no more than calls to 01 and 02 numbers) Switchboard: 020 7964 1000 Website: www.financial-ombudsman.org.uk

This Policy is intended to address complaints made to FirstBank UK. In accordance with FCA rules, a complaint under this Policy is defined as follows:

An expression of dissatisfaction made to an organisation, related to its products, or the complaints-handling process itself, where a response or resolution is explicitly or implicitly expected.

Any person or organisation (the complainant) who is dissatisfied with a product or service provided by the Bank, for any reason, may contact FirstBank UK to complain. A complaint may be oral or written. At times, complaints can be by way of negative feedback, which may not require a resolution or formal follow-up. While this type of feedback is valuable, the Policy does not apply to feedback of this nature.

  • Your name and contact details.
  • Your relationship with FirstBank UK (i.e. the nature of your engagement with FirstBank UK, customer or non-customer).
  • Name/Description of product or service being complained about.
  • Problem encountered with said product or service.
  • Remedy requested / Complainant’s Prayer.
  • Copies of any documentation which supports your complaint.