We aim to provide you with the highest standards of service. However there may be occasions when you feel you have cause for complaint. If so, our branch staff will try to resolve the problem. If you are not satisfied you can take your complaint further through our established customer complaints procedure.

Stage 1 – Your branch office

Most customers’ concerns can be resolved at the local branch. Our staff will be pleased to help, so please ask to speak to the Branch Manager or a member of the management team who will do all they can to assist you.

Stage 2 – Head Office

In the unlikely event that your concerns cannot be resolved at branch level, please write to:

Customer Relations
Laiki Bank
995 High Road
North Finchley
London N12 8PW

or send a fax on 020 8492 2039.

You will need to give full details of your complaint including the names of the people you have dealt with and what you would like the Bank to do to resolve the matter. The Customer Relations Team will deal with your complaint or make sure it is passed on to the right person. Please make sure you quote your full address and where possible a daytime telephone number.

Stage 3 – Referral to an Ombudsman

If you are still not satisfied with the way we have handled your complaint, you can use the free service of the Financial Ombudsman Service. The Ombudsman will only look into your complaint if we have told you that we can do no more and we have been unable to solve the problem by issuing a Final Response (Deadlock) letter.

The Financial Ombudsman Service does not cover some areas of our business, such as pricing policies, commercial decisions and services provided outside the UK. You can find out more about the role of the Ombudsman by asking for the Scheme leaflet at any Laiki Bank branch.

Or you can write to:

Financial Ombudsman Service
Banking Ombudsman Scheme
South Quay Plaza
183 Marsh Wall
London
E14 9SR

Phone: 0845 080 1800
Website: www.financial-ombudsman.org.uk
Fax: 020 7964 1001