Feedback and Complaints

Alpha Bank London Limited seeks to offer an efficient and personal service to its clients. We recognise that at times you may feel that we can do better. We welcome your feedback, good or bad, as it provides us with an opportunity to improve things for the future. If you want to provide feedback please contact us via email at feedback@alpha-bank.co.uk or alternatively talk to your relationship manager.

Should you wish to complain about any aspect of our service then we also welcome that, and we take such complaints seriously.

To raise a complaint with us you can do it in one of three ways:

Contacting your relationship manager directly by phone, and explaining the reason and nature of the complaint. Please note that calls may be recorded for monitoring and training and to help us manage your account.

By sending us an email

You can write to us at

Alpha Bank London Ltd
CAPITAL HOUSE
85 KING WILLIAM STREET
LONDON  EC4N 7BL 

So that we can try and resolve your complaint as quickly as possible we will probably call you to discuss your complaint with you as part of our resolution process. Can you therefore ensure that you provide us with your contact details, including a daytime telephone number or your mobile number.

Once we receive your complaint then:

    • We will write to you within five days to acknowledge your complaint and, where possible, resolve your issue, even if we contact you by telephone first.
    • We will send our final response within eight weeks of receiving your complaint. We will update you at regular intervals while our investigations are ongoing, and specifically provide you with an up to date response after four weeks if the complaint isn’t resolved by that stage.

    • If your complaint is in relation to a payment service we will send our final response letter within 15 business days and in exceptional circumstances this will be a maximum of 35 business days.
  • If at the end of the above process you feel that our final response to you is not satisfactory, or that eight weeks have passed since you first raised your complaint with us and you are an eligible customer,* you have the right to refer the matter to the Financial Ombudsman Service.

    You have six months from the date of our final response to refer your complaint to them.

  • *eligible customer includes:

    1. All personal customers
    2. Micro-enterprises
    3. (In relation to CBTL business) a CBTL consumer
    4. Small Businesses with an annual turnover of less than £6.5 million and fewer than 50 employees
    5. Small Charities with an annual income of less than £6.5 million
    6. A Trustee of a Trust which has a net asset value of less than £5 million
    7.  A guarantor.

The Financial Ombudsman Service

The Financial Ombudsman Service is a free independent service formed to help settle individual disputes between customers and financial services businesses by providing independent arbitration.

They will only investigate your complaint if you have already tried to resolve it with us or if it has been more than eight weeks since you first raised your complaint with ABL.

You can contact The Financial Ombudsman Service by:


Get in Touch

0800 023 4 567

free for people ringing from a fixed line phone

0300 123 9 123

calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs

+44 20 7964 0500

from outside the UK

Post

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Further details about the Financial Ombudsman Service will be provided with our final response letter


  • Contact

  • Phone service

    • +44 (0) 207 332 6767
  • Opening hours

    • 9.00am to 5.00pm
      Monday to Friday

      All calls may be recorded for monitoring and training purposes.

Alpha Bank London Limited. Registered office: 85 King William Street, London EC4N 7BL. Registered in England and Wales No.185070. Alpha Bank London Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under registration number 135327. Authorisation can be checked on the Financial Services Register at: www.fca.org.uk