Complaints

Wyelands Bank Plc is committed to providing quality service. If you are unhappy with our service in any way, please contact us. A leaflet is available which provides details of our customer complaints procedure. This will be sent to you on request or if you make a complaint.

We are required to have in place clear and effective procedures for the reasonable and prompt handling of complaints.  Should you have a complaint, or if you are dissatisfied in any way please email us at complaints@wyelandsbank.co.uk or write to us at the following address:

Compliance Department
Wyelands Bank Plc.
No. 7 Hertford Street
London W1J 7RH

Once we have acknowledged your complaint we will keep you informed of our progress. Within eight weeks of us receiving your complaint we will send you either;

  • A final response letter with our investigation details and whether or not we are upholding your complaint; or
  • A holding letter which explains why we are not in a position to make a decision and when we might be expected to provide our final response.

You have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date of your final response letter.

If you do not refer your complaint in time, the Ombudsman will not be able consider your complaint, and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances. 

Financial Ombudsman Service (FOS):

An independent professional body set up by law to help settle individual disputes between consumers and firms - see www.financial-ombudsman.org.uk

EU Online Dispute Resolution

The European Commission also provides an on-line dispute resolution (ODR) platform which allows customers who apply online for goods and services to submit their complaint through a central site. ODR will forward the complaint to the right Alternative Dispute Resolution scheme, which in the United Kingdom, is the Financial Ombudsman Service. You are free to make a complaint through ODR but we would suggest that you go to the Financial Ombudsman Service directly using the details above as this could save you time. You can find more information about ODR by visiting http://ec.europa.eu/odr and you will need to quote our email complaints@wyelandsbank.co.uk