Customer Service

We are proud of the customer service our team provides, however we realise that we don’t always get it right. 
If you feel dissatisfied with the service you have received,  we would like to hear from you. Understanding your concerns about the service we offer and why you feel unhappy with your customer experience, will help us put matters right, not just for you, but others too. 


Getting it right 

We want to provide you with the best possible service, but when things go wrong we want to ensure that: 
  • It is as easy as possible for you to tell us about your concern or complaint;
  • We listen to you;
  • We consider how you would like us to resolve the issue;
  • You are satisfied with how your concern or complaint is handled;
  • We learn from any mistakes we make. 

What to do when things go wrong

If you’re not satisfied with any aspect of our service you can tell us about your concerns or complaints in the following ways: 
Tel: +44 (0)131 473 7777 
In writing to: 
Head of Member & Partnership Engagement
Chartered Banker Institute
Drumsheugh House
38b Drumsheugh Gardens

What happens next? 

Upon receiving your complaint, we will acknowledge this promptly, letting you know how we are dealing with it and who to contact directly should you have any further questions. 
View our full Customer Complaints Procedure