• I need to make a complaint

    25 APR 2023


    The Bank of London Group Limited (‘the Bank’) is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority in the United Kingdom. The Bank is required to have in place effective processes and procedures for handling complaints promptly and fairly.


    If you are not happy with a service or product provided by the Bank you can make a complaint through any of the following channels. You do not have to make the complaint in writing but it would help us to look into the issue if you could set out for us all the details clearly. We do not charge a complaint handling fee.

    • 2.1 Email - You can report a complaint by emailing us at and listing “Complaint” in the subject title of the email alongside all the relevant details of the complaint. Please do not send any confidential information by email – you should call or write to us instead.

    • 2.2 Post - You can submit a complaint by post to the below address: Complaints Handling The Bank of London Group Limited 100 Bishopsgate (Floors 18 & 19) London EC2N 4AG


    Your complaint will be investigated by a Bank complaint handler thoroughly, fairly and impartially. They may contact you for further information as the investigation proceeds.


    We aim to resolve any complaint at the earliest possible opportunity. If we are able to resolve the complaint within three business days, following the day it was received, we will send you a written Summary Resolution Communication along with information about the Financial Ombudsman Service (FOS). If it is not possible to resolve your complaint within three business days we will send you a letter acknowledging your complaint. We will keep you updated on our progress and send you a final response as soon as we have finished looking into your complaint.

    We have up to eight weeks to resolve your complaint and send you our final response. However, if for any reason we are unable to resolve your complaint in this time, we will send you a written explanation and inform you that you may be able to take your complaint to the Financial Ombudsman Service. Alternatively, you can continue to wait for us to complete our investigation and send you our full response. Where a complaint is related to activities covered by the Payment Services Directive (PSD), we aim to answer your complaints within 15 business days. If there are exceptional circumstances beyond our control this may be extended to 35 business days.


    Once the complaint handler has completed their investigation of your complaint they will send you a summary of their investigation. They will tell you whether your complaint is being upheld (either fully or partially) or rejected. If the complaint handler decides that your complaint should be upheld and that some form of redress is appropriate, an offer of redress will be made to you.

    We will always aim to put you back in the position you should have been in. Where this is not possible, we will provide you with an offer of alternative, but fair, redress. If you accept our proposal, we will act promptly to take the actions in our offer and confirm to you when this is complete.


    The Financial Ombudsman Service is an independent organisation dealing with disputes between consumers and financial services businesses. If we have not been able to complete the investigation of your complaint within 8 weeks or you are not satisfied with the resolution of your complaint, you may be able to refer your complaint to the FOS. The FOS will independently review the complaint, free of charge. Information about the FOS is available at Page 3 of 4 Client Complaints Information Guide.

    The FOS can be contacted at: Financial Ombudsman Service Exchange Tower London E14 9SR Freephone 0800 0234567 (or +44 20 7964 0500 from outside the UK) Financial Ombudsman Service: our homepage e-mail: Page 4 of 4 Client Complaints Information Guide.

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FSCS Protected for your peace of mind

The Financial Services Compensation Scheme (FSCS) is the United Kingdom’s independent deposit guarantee scheme, and it protects 
eligible deposits with authorised banks like ours.

To understand FSCS’s eligibility criteria and if you may be an eligible beneficiary, please read our downloadable FSCS fact sheet.

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‘Bank of London’, ‘The Bank of London’ and ‘TBOL’ are registered trading names of The Bank of London Group Limited. Our registered office is at 100 Bishopsgate, City of London, EC2N 4AG, United Kingdom. Our company number is: 12844788. For further information please visit here.

The Bank of London is a bank authorised by the Bank of England’s Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Bank of England’s Prudential Regulation Authority. Our Firm Reference Number or FRN is: 930379. For further information please visit here.

Eligible deposits with The Bank of London are protected up to a total of £85,000 (or £170,000 for joint accounts) by the Financial Services Compensation Scheme (FSCS), the United Kingdom’s deposit guarantee scheme. Due to FSCS’s own eligibility criteria some clients may not be covered. For further information please visit here.

The Bank of London is a signatory to the voluntary code of conduct for indirect access providers, which governs how we provide eligible clients with indirect access services, including access to the United Kingdom’s payments infrastructure and interbank payments systems. Further information is available here.

Terms, conditions and fees for bank accounts, and other bank products and services are subject to change. Not all bank accounts, products, and services as well as pricing described herein are available to all jurisdictions or to all clients. Your eligibility for a particular bank account, product and service is subject to a final decision by The Bank of London. Your country of citizenship, domicile, or residence, if other than the United Kingdom, may have laws, rules, and regulations that govern or affect your application for and use of bank accounts, products, and services, including laws and regulations regarding taxes, exchange and/or capital controls that you are responsible for following.

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