Complaints procedure

We have a commitment to you when handling your complaint

If you have a complaint

Close Brothers Technology Services is a subsidiary of Close Brothers Limited and is committed to providing products and services of the highest standard.

Should you feel we’ve fallen short of this, we would like to know so that we can put things right. Your feedback is very important to us and helps improve the service for all our customers.

Where you wish to raise a complaint, you may contact us verbally over the telephone or in writing if preferred, using the following contact details:

By phone

You can call us between the hours of 9am and 5:15pm, Monday to Friday on: 0800 090 2291

By email

CBTSCustomerServices@closebrothers.com

By post:

Close Brothers Technology Services

Customer Services Team

Wimbledon Bridge House

1 Hartfield road

London

SW19 3RU

If we can't resolve the matter straightaway?

Wherever possible, we will attempt to resolve the matter during your initial telephone call to us, or we may attempt to call you where appropriate. Where a more detailed investigation is required, or we have been unable to speak with you, we will acknowledge your complaint in writing within five working days of receiving it. If we receive a complaint outside normal working hours, it is treated as if it had arrived at the start of the next working day. Where possible, we will provide you with a Summary Resolution Communication (SRC) by close of the third business day.

Complaints that require further investigation

We will always try to resolve your complaint as quickly as possible, however sometimes this is not possible. If we do not reach a decision in time to include it in your acknowledgement letter, or it was necessary to carry out additional investigations, we will explain why and let you know when we will next contact you.

We will always try to resolve your complaint as quickly as possible, however sometimes this is not possible. If we do not reach a decision in time to include it in your acknowledgement letter, or it was necessary to carry out additional investigations we will explain why and let you know when we will next contact you.

In the unlikely event that we have not finished investigating your complaint eight weeks after we received it, we will send you a further letter to:

  • Explain why we have been unable to reach a decision
  • Let you know when you can expect our final decision

Our response

Once we have fully investigated the matter, we will write to you confirming our decision, how it was reached and any offer of redress where this is appropriate.

Should you have any questions regarding your complaint or our complaint handling procedures please contact our Customer Services Team on 0800 090 2291 or email us at CBTSCustomerServices@closebrothers.com.