Feedback and complaints

 

Keeping our promise to be Out of the Ordinary

 

We are committed to ensuring our products, service and our people deliver on our promise to be Out of the Ordinary, and aim to resolve complaints quickly and fairly. If it is not possible to promptly resolve your complaint, we will be in touch to update you on its progress through our complaint handling process.

We aim to be in a position to provide a final response to your complaint within eight weeks of the complaint being received. If this has not been possible, we will inform you when we expect to respond however you may decide to refer the matter to the Financial Ombudsman Service.

If you have a suggestion on how we can improve or you would like to submit a complaint, please let us know.

How to provide feedback or make a complaint

  • Private Banking

    Private Banking

    In writing

    Investec Bank plc
    The Banking Team
    2 Gresham Street
    London
    EC2V 7QP

    By email

    [email protected]

    By phone

    To talk to a member of our team, please call +44 (0)20 7597 4050

  • Wealth & Investment

    In writing

    Investec Wealth & Investment,
    Quayside House,
    Canal Wharf,
    Leeds,
    LS11 5PU

    By email

    [email protected]

  • Structured Products

    In writing

    Investec Structured Products,
    PO Box 914,
    Newport NP20 9PE

    Telephone

    0344 892 0942

  • Corporate and Wholesale

    In writing

    Investec Bank plc
    Corporate and Wholesale Team
    2 Gresham Street
    London
    EC2V 7QP

How to provide feedback or make a complaint

Private Banking
Wealth & Investment
Structured Products
Corporate and Wholesale

Private Banking

In writing

Investec Bank plc
The Banking Team
2 Gresham Street
London
EC2V 7QP

By email

[email protected]

By phone

To talk to a member of our team, please call +44 (0)20 7597 4050

In writing

Investec Wealth & Investment,
Quayside House,
Canal Wharf,
Leeds,
LS11 5PU

By email

[email protected]

In writing

Investec Structured Products,
PO Box 914,
Newport NP20 9PE

Telephone

0344 892 0942

In writing

Investec Bank plc
Corporate and Wholesale Team
2 Gresham Street
London
EC2V 7QP

Independent review of your complaint

investec financial ombudsman service

Should you be dissatisfied with our final response, you may, if you wish, refer the matter to the Financial Ombudsman Service. Any referral must be made within 6 months of the date of our final response. The Financial Ombudsman Service provides a free, independent and impartial service for customers to resolve disputes with financial firms.

The Financial Ombudsman Service will only deal with your complaint if you have first given us the opportunity to put matters right, so please contact us first and we will do all we can to help you.

The contact details for the Financial Ombudsman Service are set out below.

If your complaint is in relation to products or services bought or applied for online or by email, you can also submit your complaint using the Online Dispute Resolution (ODR) Platform. You can access the ODR Platform on their website: www.ec.europa.eu/odr. If you chose to submit your complaint through the ODR, you will need to quote the contact details listed in the form above, including our email address, our website (www.investec.com/en_gb.html) and our address.

It is important to note that while you can choose to use the ODR Platform, your complaint will be forwarded to the Financial Ombudsman Service in any event. Therefore, it may be easier and quicker to refer your complaint directly to the Financial Ombudsman Service.

You can also contact us directly by email, using the details listed above.

Or write to:

The Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR

Phone: 0800 023 4567 (consumer helpline)

www.financial-ombudsman.org.uk

investec financial ombudsman service

Investec Bank plc complaints data
 

The Financial Conduct Authority (FCA) requires firms that receive 500 or more complaints to publish a summary of reportable complaints on a six-monthly basis. In July 2016 the complaints reporting requirements were broadened to include all complaints that have been resolved within two working days. Since this is our first publication, no historical data is presented.

The FCA provides the template for our completion, so that all relevant data is captured, and a comparison can be easily made between firms. Further information can be found on the FCA’s website at http://www.fca.org.uk/firms/complaints-data.

Firm name: Investec Bank plc

Period covered in this report: 1 October 2016 - 31 March 2017

Brands/trading names covered: Investec Bank plc, Investec Private Bank, Investec Structured Products and Investec Specialist Bank
 

Product/service grouping Number of complaints opened by volume of business Number of complaints opened
Number of complaints closed % closed within 3 days % closed after 3 days but before 8 weeks % upheld Main cause of complaints opened
Provision (at reporting period end date) Intermediation (within the reporting period)
Banking and credit cards 6.55 per 1000 accounts N/A 664 668 54% 46% 72% General admin / customer service
Home finance 15.82 per 1000 balances outstanding N/A
10 8 0% 100% 88% General admin / customer service
Insurance and pure protection 0 N/A
0 0 0% 0% 0% N/A
Decumulation and pensions 0 N/A
0 0 0% 0% 0% N/A
Investments 6.91 per 1000 client accounts N/A
227 243 25% 75% 87% Delays / timescales
Credit-related N/A N/A
5 5 N/A
N/A
60% N/A

Investec Bank plc takes any complaints received very seriously, and has dedicated teams to deal with complaints in the quickest and fairest way possible.

To put the above figures into context:

  • We received 6.55 complaints for banking per 1,000 relevant accounts over the period.
  • With regards to investments, for every 1,000 relevant accounts, we received 6.91 complaints over the period.
  • 15.82 complaints were opened per 1,000 balances outstanding for home finance.