Kleinwort Hambros endeavours to provide its customers with the highest level of service at all times. Whilst we hope to be able to resolve any issues that you might have immediately and without the need for written recourse, if this is not possible, we will act on your formal complaint in the following way:
Kleinwort Hambros’ complaints procedures are set out in accordance with the Financial Conduct Authority (FCA) and Financial Ombudsman Service requirements, the Jersey Financial Services Commission (JFSC), the Guernsey Financial Services Commission (GFSC), the Channel Islands Financial Ombudsman (CIFO) and the Gibraltar Financial Services (GFS).
1. Written acknowledgement: On receipt of your written complaint, we will send you a written acknowledgement within five working days, informing you of the person who will be dealing with your complaint and providing you with a copy of these procedures. Where necessary, we may ask you to provide written details of your complaint.
2. Keeping you informed: We will endeavour to keep you informed of progress on the resolution of your complaint.
3. Written response: We aim to resolve all complaints within 8 weeks of receiving them, if not sooner. However, if we are still unable to resolve the problem in this time, we will contact you to explain the delay and keep you fully informed as to when we expect to resolve the problem. At this stage you are fully within your rights to refer the matter to the Financial Ombudsman Service.
For customers of SG Kleinwort Hambros Bank Limited, correspondence should be addressed by by post or via our website contact form.
8 St James’s Square
For customers of SG Kleinwort Hambros Bank (CI) Limited and its affiliates, and SG Kleinwort Hambros Bank (Gibraltar) Limited, any matters related to a complaint should be referred to your Relationship Manager in the first instance.
If you are not satisfied with our final response to you, you can refer the matter to the Financial Ombudsman Service. We will explain how best to contact them in our final written communication to you. You may contact the service directly via their webswite: www.financial-ombudsman.org.uk.