At SMBC and SMBCE we are committed to putting our customers first by providing quality and innovation through our products and services.
We recognise that errors may occur when dealing with your banking needs. Where these errors are a consequence of our actions we will seek to ensure that you do not suffer any detriment.
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.
If you have feedback you would like to share with us, here is how:
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 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.
You can contact our Chief Compliance Officer – Su McAll
By phone – 0207 786 1913
By email – firstname.lastname@example.org
By post – 99 Queen Victoria Street, London, EC4V 4EH
We aim to resolve matters in a timely manner, noting more complex issues can 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 five 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 send you our final response by letter.
If you are not satisfied with our response
If you feel our response hasn’t resolved your complaint, please tell us. Alternatively some of our customers may be eligible to refer their complaint to the local Alternative Dispute Resolution Scheme. If you are eligible for one of these schemes we will advise you of the details in our final response letter.
European Commission Online Dispute Resolution
In addition to the 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.