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Complaints Procedures

At ICBC (LONDON) Plc we are committed to providing you with a first-class service and effectively delivering the products and services you need. Even with the best of intentions, we know things can go wrong. So, if for any reason you are not entirely satisfied with any aspect of our service, please let us know as soon as possible. We’ll investigate the situation and where necessary, set about putting things right as quickly as possible. We may also take steps to avoid similar problems happening in the future. Your views are important to us and your feedback is key to improving the products and services we offer.

Retail customers

By Telephone: Calling from the UK 020 7397 8884/020 7398 9570
Calling from overseas +44 02073978884/+44 020 7398 9570
Please note these numbers are available Monday to Friday, 9.30 a.m. – 4:00 p.m.
By Email:
By Post: Write to us at the following address:
Head of Banking
81 King William Street, London EC4N 7BG
Visit us in branch
If you would like to speak to one of our team in person, come and see us in branch.
Our branch is located at 81 King William Street, London, EC4N 7BG.
Our opening hours: Monday to Friday, 9.30 a.m. – 4:00 p.m.

Corporate customers*
If you have a dedicated Relationship Manager at the Bank then you may wish to refer your complaint to this person in the first instance.  Your Relationship Manager will look to address any concerns you may have. 

Our complaints process
What happens when you first complain?
We will always try to resolve your concerns there and then. If this is not possible, we will acknowledge receipt of your complaint within five business days and will fully investigate all the issues you have raised.  We aim to resolve complaints within eight weeks of receiving your complaint.  For certain complaints that relate to payment services we are required to resolve these complaints more quickly and so will aim to resolve these type of complaints within 15 business days. Sometimes it may take a little longer to resolve matters – if this is the case, we will keep you updated on our progress throughout.

What can you do if you're not satisfied with the response to your complaint?
Clearly, we always want to be able to resolve your concerns. If you consider that our final response to your complaint still does not fully address your issues, please let us know so we can understand if there is anything more we can do. Alternatively, you may be able to take your complaint directly to the Financial Ombudsman Service.  The Ombudsman can be contacted on 0800 023 4 567 / 0300 123 9 123.  More detail about the  
Ombudsman, including additional contact information, can be found on the Ombudsman’s website at:

* For our corporate customers, the Financial Ombudsman Service may be unable to review your case.  In these instances please let your Relationship Manager know if you remain dissatisfied with the response provided.  You may alternatively have the right to seek legal advice, with which we will fully co-operate with any investigations.  If you are unsure of your eligibility to make a complaint to the Financial Ombudsman Service then please either contact your Relationship Manager directly or contact the Financial Ombudsman Service (