Zenith Bank (UK) Limited

External Complaints Policy

Complaints Procedure
We place great importance on providing the highest standards of service to our customers.

If you feel that on this occasion we have not met the high standards we strive to achieve then we encourage you to let us know. Your feedback is important to us as it allows us to improve our services and the products that we offer.

We aim to get your complaint resolved as quickly as possible by the appropriate staff with the experience, knowledge and authority to handle your complaint efficiently and effectively.
We therefore want to:

  • make it easy for you to raise your complaint;
  • listen to your complaint;
  • consider your suggestions in putting matters right;
  • ensure you are satisfied with how your complaint was handled;
  • be polite, efficient and fair in all of our dealings with you. 


This procedure explains what to do if you have a complaint about any of our services or products. It also outlines the timescales you should expect for resolving complaints and who to contact if you are not satisfied with our response. 


How and where to complain

If you are dissatisfied with any aspect of our service or products, there are several ways in which you can choose to raise a complaint. You can advise us in person, in writing, by telephone or e-mail as follows: 
Zenith Bank (UK) Ltd 39 Cornhill London 
EC3V 3ND 
Telephone: 020 7105 3950* e-mail: info@zenith-bank.co.uk 
* We are open to take telephone calls between the hours of 09.00 and 17.00. Calls may be monitored for training and quality purposes.

What we will do
Where we are unable to resolve your complaint after three business days, we will write to you to acknowledge your complaint and to explain the action that we intend to take and who will be dealing with your complaint.

We aim to resolve all complaints promptly. Sometimes, however, due to the nature of the issue we will need more time to investigate it, but we will always keep you updated on our progress and anticipated timescales for responding to you.

What to do if you are unhappy with our response
If you are not satisfied with our final response, or if we have been unable to provide a final response within eight weeks, you may then be able to refer your complaint to the Financial Ombudsman Service if you are eligible to use the service. The Financial Ombudsman Service is available to most personal customers and small businesses. The following details may be used to make further enquiries:

Address: The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR.

Telephone: 0800 023 4567 / 0300 123 9123 / +44 207 964 0500 
E-mail: complaint.info@financial–ombudsman.org.uk

Those eligible to use the service must contact the Financial Ombudsman Service within 6 months to carry out a review.

For further information on the scope of the Financial Ombudsman Service please refer to: www.financial-ombudsman.org.uk