Complaints Procedure

Charity Bank aims to provide the highest standard of customer service at all times. But we recognise things do go wrong on occasion, in which case our customers may wish to complain. 

Charity Bank views complaints as a valuable source of customer feedback and an opportunity to identify how it can improve its performance. Our procedure is designed to ensure all complaints are dealt with fairly, consistently, efficiently and are resolved at the earliest opportunity. Complaints that cannot be settled may be referred to the Financial Ombudsman Service (FOS) which is an agency that helps resolve complaints between companies and their customers when they can’t come to an agreement. Full details of the FOS can be found on it’s website at www.financial-ombudsman.org.uk. 

Please click the button at the top of the page to find out more about our complaints procedure. If you require the complaints procedure in an alternative format, please email your request to: [email protected]