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Complaints Procedure
Below, you will find a summary of the most recent City Credit Capital Complaints Procedure which may be of use to you in the event of an issue or complaint you wish to pursue.
To help us investigate and resolve your complaint you need to provide us with certain information as follows:
- Your name and address
- Your account number (if you have one)
- A daytime telephone number so we can contact you
- A clear description of your complaint
- Details of what you would like us to do
When submitting your query or complaint, you may do so by telephone, email, post or fax.
We aim to resolve the matter quickly - by the end of the next business day if possible, and if we cannot, we will provide a written acknowledgement of your complaint within 5 working days and give details of who is handling your complaint and how to contact them. We will keep you informed of the progress of your complaint.
In the unlikely event that you are not entirely satisfied with the response you initially receive, you can get in touch with our Compliance Department:
Contact us by post:
Compliance Department
City Credit Capital (UK) Ltd.
12th Floor, Heron Tower
110 Bishopsgate
London
EC2N 4AY
UK
City Credit Capital (UK) Ltd.
12th Floor, Heron Tower
110 Bishopsgate
London
EC2N 4AY
UK
Email: compliance@cccapital.co.uk
Live-chat: www.cccapital.co.uk
Telephone: +44 (0) 20 7614 4600
Fax: +44 (0) 20 7614 4660
Live-chat: www.cccapital.co.uk
Telephone: +44 (0) 20 7614 4600
Fax: +44 (0) 20 7614 4660
* City Credit Capital is open from 22.00 Sunday through to 21.30 Friday (London time). All calls will be recorded for compliance and training purposes.
Once received, we will do our best to resolve your complaint as quickly as possible and to your satisfaction within 4 weeks. If we are unable to do so we will write to you and explain why we cannot resolve it yet and when we expect to have an answer for you.
After 8 weeks we will send you a final response or a progress report on your complaint if we still have not resolved it.
If you are still unhappy with our efforts to settle your complain you can refer the complaint to FOS - the Financial Ombudsman Scheme - who deals with unresolved complaints from individual clients and business customers with a turnover less than £1 million per year. You must refer your complaint to FOS within 6 months.
Write to:
The Financial Ombudsman Service,
South Quay Plaza,
183 Marsh Wall,
London E14 9SR,
South Quay Plaza,
183 Marsh Wall,
London E14 9SR,
Telephone: +44 (0) 845 080 1800
Email: complaint.info@financial-ombudsman.org.uk or log on to: www.financial-ombudsman.org.uk
The below timeline is set for complaints and responses:
Email: complaint.info@financial-ombudsman.org.uk or log on to: www.financial-ombudsman.org.uk
The below timeline is set for complaints and responses:
- Acknowledge Receipt of Complaint - 5 business days
- Contact Client with Complaint Resolution or Initial Response - 4 weeks
- Client Accepts or Rejects Resolution - 2 weeks
- 2nd Review and Final Resolution or update (by City Credict Capital) - 4 weeks
- Client accepts or rejects resolution - as per time specified in the final response
