Customer Service

We are proud of the customer service our team provides. 
 
If you’ve been impressed with the excellent customer service you've received from one of our team members or if you feel dissatisfied with the service you have received, we would like to hear from you.
 

Staff Award Nomination

If you have received excellent service, we would welcome you to share your thoughts and feedback with us and we, in turn, will share them with the member of staff that delivered excellent customer service.

You can do this by nominating the member of staff for a Staff Award nomination

On completion of all nominations, the member of staff will be notified of their nomination and their line manager informed. 

The member of staff nominated for the Staff Award nomination will receive a Staff Award certificate. It’s recognition members of staff deserve for delivering excellent customer service and going that extra mile for our customers. 

Getting it right 

However we realise that we don’t always get 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. 
 
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. 
 

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
Edinburgh
EH3 7SW


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