Feedback & Complaints

We value your opinion

We value your views and feedback, both positive and negative. It is the experiences you have that you share with us that helps us to continuously improve and develop our products, services and processes. 

SMBC is committed to putting customers first by providing quality and innovation through its products and services. The bank recognises that errors may occur when dealing with the banking needs of its customers. Where these errors are a consequence of the bank’s actions, SMBC Group will seek to ensure that its customers do not suffer any detriment. 

Share your feedback with us 

VIA YOUR RELATIONSHIP MANAGER 

Please contact your relationship manager in the normal way. They will be more than happy to discuss any feedback you may have. 

CONTACT OUR CHIEF COMPLIANCE OFFICER 

Our regional chief compliance officer oversees the management of customer complaints, and is happy to receive feedback that you don’t want to provide to your relationship manager. 

For SMBC and SMBC BI customers, you can contact the regional chief compliance officer 
Jane Regan 
+44 (0)2045074709 
Jane_Regan@gb.smbcgroup.com      
100 Liverpool Street, London, EC2M 2AT, United Kingdom 

For SMBC EU customers, you can contact its chief compliance officer 
Carsten Hoyer 
+49 (0)69 22298315 
carsten_hoyer@de.smbcgroup.com 
Neue Mainzer Straße 52-58, 60311 Frankfurt am Main, Germany 

For SMBC Brussels branch customers, you can contact its local compliance officer 
Isabelle Charlier  
+32 (0)2 551 50 31 
isabelle_charlier@be.smbcgroup.com
Rue Montoyer 51, box 6, 1000 Brussels, Belgium 

For SMBC Düsseldorf branch customers, you can contact its local compliance officer 
Nora Bohr 
+49 (0)211 3619281 
vnora_bohr@de.smbcgroup.com 
Prinzenallee 7, 40549 Düsseldorf, Germany 

For SMBC Saudi customers, you can contact its local compliance department 
+966 11 417 5709 
hadeel_hawsawi@sa.smbcgroup.com 
7th Floor Al Faisaliah Tower, Riyadh 12212, Saudi Arabia 

In order to allow us to fully understand your complaint and investigate diligently, we request the following minimum information: 

• Reference date of the issue 

• Details of the complaint, including the account, product, service, entity or entities involved and internal contacts 

• Brief description of the situation 

Timescales 

We aim to resolve matters in a timely manner and where possible within three days. There are more complex issues that could take further time to investigate and resolve. If we need to look into things in more detail, we will send you an acknowledgement letter within three working days. This will explain what will happen next and when you can expect to hear from us again. After that, we will continue to investigate and work with you to find an amicable outcome. On conclusion, we will aim to send you our final response by letter within 15 working days but no later than eight calendar weeks. 

If you are not satisfied with our response  

If you feel our response has not resolved your complaint, please tell us. Some of our customers may also be eligible to refer their complaint to the local alternative dispute resolution scheme, ombudsman or competent authority. If you are eligible for one of these schemes, we will advise you of the details in our acknowledgement and final response letters. 

In the UK, SMBC BI and SMBC London customers may be able to refer a complaint to the Financial Ombudsman Service (FOS). Those customers have six months from the date of our final response to refer the complaint to them. Further details regarding the FOS can be obtained from their website or by contacting them at: 
Financial Ombudsman Service, Exchange Tower, London E14 9SR, United Kingdom 
0800 023 4567 or +44 (0)300 123 9123 
complaint.info@financial-ombudsman.org.uk 

In France, SMBC BI Paris customers may be able to refer a complaint related to investment services to the Autorité des Marchés Financiers (Financial Markets Authority) (AMF) ombudsman: 
Ombudsman, Autorité des Marchés Financiers, 17 place de la Bourse, 75082 Paris cedex 02, France 
Fax +33 (0)1 53 45 59 60 

For SMBC Düsseldorf branch, the ombudsman is: 
Bundesverband deutscher Banken (Association of German Banks) (BdB) 
Postfach 04 03 07, 10062 Berlin, Germany 
Fax +49 (0)30 1663 3169 
ombudsmann@bdb.de 
The competent authority is: 
Bundesanstalt für Finanzdienstleistungsaufsicht (Federal Financial Supervisory Authority) (BaFin) 

For SMBC Brussels branch, the ombudsman is: 
Ombudsdienst voor financiële diensten / Service de médiation des services financiers (Ombudsman in financial conflicts)  
North Gate II, Koning Albert II-laan 8 bus 2, 1000 Brussel, Belgium 
+32 (0)2 545 77 70 
ombudsman@ombudsfin.be 

European Commission Online Dispute Resolution  

In addition to local alternative dispute resolution scheme, the European Commission also provides an online dispute resolution platform which allows eligible customers to submit their complaint through a central site which will forward the complaint to the right alternative dispute resolution scheme, ombudsman or competent authority.