We take complaints seriously and investigate them in a fair and transparent way. We continually review the outcomes of each complaint to improve our business processes.
How we deal with your complaint
If you feel it necessary to make a complaint, please do so by contacting us using the information below.
In the first instance, you should provide us with details as to the nature of the complaint, our reference number, your contact details and any documentation you feel is relevant.
We aim to respond back to you within ten working days, providing details of how the matter has been investigated, by whom and the outcomes. We will however, acknowledge your complaint within three working days from receipt.
Sometimes it is not possible to provide a full response within this time and in these circumstances you will receive notice within 10 working days. We will provide a full response as soon as possible but you will receive an update if we are unable to provide a full response within four weeks.
The following is the sequence of events after ICB receives details of a complaint:
- ICB receive notification of a complaint
- Account put on hold pending outcome of investigation
- ICB Client contacted as necessary
- Information collated and reviewed by senior team member
- Outcome agreed and communicated to complainant
It is necessary to inform you that 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 you received our firm’s final response letter to your complaint.
If you do not refer your complaint in time, the Ombudsman will not be able to fully consider your complaint and so will only be able to do so in a very limited circumstances. For example, if the Ombudsman believes that the delay was a result of exceptional circumstances.
For more information about the Financial Ombudsman Service, a leaflet is enclosed and their website address is: www.financial-ombudsman.org.uk
Please address your complaint to: Customer Relations Team
Address: Weltech House, Ridgeway, Welwyn Garden City, Herts, AL7 2AA