Complaints

We strive to make our services as smooth, streamlined and responsive as possible. However, there might be an occasion when things don’t go as smoothly as we’d like.

If you have a complaint, please let us know. This way we can work to put it right.

We aim to resolve all complaints within 24 hours. Sometimes this may not be possible, if this is the case we’ll write to let you know within 5 working days. This letter will include details of who will be handling your complaint and how we intend to resolve it. We’ll assign the person best equipped to help. This may not be the person you originally contacted regarding the complaint.

We will do our best to deal with the issue within 4 weeks. If we need more time, we will keep you informed every step of the way. A final response will be sent to you within 8 weeks of your original complaint.

Click here to view our complaint volumes for the period between October 1, 2009 and March 31, 2010.

The complaint process

Stage 1:

Tell us your complaint. You can do this by:

Sending us an email at ukcustomerrelations@icicibank.com

Calling on 080 81 31 41 51 (freephone from UK landline).
If you are outside the UK, dial 0044 207 942 0788.

Walking in to your nearest ICICI Bank branch and speaking to a member of staff.

Writing to us at:

Customer Relations
ICICI Bank UK PLC
5th Floor `Alperton House’
Wembley
HA0 1EH

We will then arrange for the right person to investigate and respond to your concerns.

When you contact us, please tell us:

• Your name and account number
• The reason for your complaint
• The product, if applicable, that your complaint refers to
• The name of the person/s that you dealt with
• A suggestion of what you would like the bank to do
• Your address and if you are happy to discuss the issue on the telephone, your daytime number
• When writing to us, it would be helpful if you could submit copies of any documentation relevant to your complaint

Stage 2:

We aim to resolve your complaint and satisfy your concerns as quickly as possible.

In the unlikely event that you remain unhappy with our response, or we have not sent you a final response within 8 weeks of the original complaint, you have the right to take your complaint to the Financial Ombudsman Service (FOS).

If you would like the FOS to look into your complaint, you must contact them within 6 months of the date of any final response issued.

You can find out more about the role of the Ombudsman by asking for the FOS service leaflet at any ICICI Bank UK PLC branch.

Alternatively, write to:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall London E14 9SR

Phone: 0845 080 1800

Website: www.financial-ombudsman.org.uk

Email: complaint.info@financial-ombudsman.org.uk

We may monitor and record calls for service quality improvements and training.