Complaints

Article tags:
  • United Kingdom

At ABN AMRO we are committed to providing you with the best service possible. If for any reason you are not entirely satisfied with our service, please let us know. Your views are important to us and your feedback will help us improve the products and services we offer. The quickest way to address any concerns you have is to contact your relationship manager or normal day-to-day contact. Please allow them the first opportunity to answer your concerns and put matters right.

  • Procedure for International Desk and Transactional Banking can be found here.

  • Procedure for Clearing can be found here.

  • Procedure for Invoice Financing and Asset Based Lending can be found here. 

If you are unsure who you should contact, please find our UK Head Office and Regional Contact details here.

Details of your Complaint:

When you contact us, it is important that you give us as much of the following information as possible: • Account information - your account name and number (or other identifier if applicable).• Contact details - your phone number or other preferred method of contact. If you wish to be called only during certain hours, please let us know.• Complaint information - what your complaint is about and when it happened.• Resolution - how you would like your complaint to be resolved. Once we receive this information, we will be able to investigate your complaint and work towards a fair resolution.

What we will do:

We aim to resolve customer complaints immediately, but more complex matters can take longer. We will always provide you with a written acknowledgement of your complaint within 24 hours. We will also provide you with the following information: 

  • Your file/reference number (if applicable);

  • Who will be dealing with your complaint ;

  • When you will receive our reply; and

  • What number you can call if you have any questions 

When we've completed our investigation, we'll send you a full written response. If you do not agree with the final resolution, you can escalate the complaint to an independent department within the Bank by submitting the written complaint to: complaints@uk.abnamro.com.

Our Complaints Management Department will confirm that it has received your email or letter and will tell you when you can expect a reply. The department will re-investigate your complaint and your earlier response from ABN AMRO. Once their investigation is complete, you will receive a new reply, even if no further action is to be taken.