Customer Care. alrayanbank.co.uk

Transcription

1 alrayanbank.co.uk Customer Care

2 Sharia compliant banking As a pioneer of Islamic finance, Al Rayan Bank is the UK s only wholly Sharia compliant retail bank. Al Rayan Bank oers the largest range of Sharia compliant retail financial products in the UK, including Sharia compliant mortgage alternatives, current accounts and savings accounts, as well as wealth management solutions via carefully selected partners. principles as a viable and accessible alternative to conventional banking. Being an inclusive company, all our products and services are available to Muslims and non-muslims alike. Al Rayan Bank is leading the way in promoting the concepts of Sharia financial alrayanbank.co.uk 2

3 Contacting Al Rayan Bank We value all of our customers and strive to provide a quality service in every aspect of the way we look after them. We endeavour to ensure that they receive the highest standard of service and that they are treated with courtesy at all times. So, if you are unhappy at any time, we would like to know why. Suggestions If you have a suggestion, comment or an enquiry about any of our services, we would like to hear from you. Complaints If you have any complaints, or you feel we have not met your expected level of service, we would like to hear from you. We value your feedback as an opportunity to improve our business and to prevent problems from arising in the future. We have a step-by-step complaints procedure which is designed to: Make it easy for you to raise your complaint Ensure that your complaint is listened to and acted upon Arrange for the right person within the Bank to investigate Regularly update you on your complaint through text message or Inform you of the actions we propose to take f f Make sure you are satisfied with how your complaint is handled 3

4 To make a suggestion or if you have a complaint, you can contact us in the following ways: By phone You can call us on * Monday to Friday between 9am and 7pm and on Saturdays, between 9am and 1pm. Online Visit our website at alrayanbank.co.uk/complaints You can us at customer.care@alrayanbank.co.uk By post or at one of our branches Write to us at: Customer Care team Al Rayan Bank PLC PO Box Birmingham B16 6AQ Or visit one of our branches. To find your nearest branch, visit alrayanbank.co.uk/branches Please include your full account details in any written correspondence. *We record our calls to make sure we re giving you our best service. 4

5 Resolution time We aim to resolve your complaint as quickly as possible. If we can do this straight away, and to your satisfaction, we ll send you a summary resolution confirming this. Where we need to look into the matter in more detail we ll send you an acknowledgement within 5 working days via text message or if we ve these details, otherwise we ll send you a letter. This will explain what will happen next and when you can expect to hear from us again. When we ve completed our investigation, we ll send you a full written response. If your complaint relates to payment services (e.g. Direct Debit, online transaction) we aim to resolve it within 15 business days of receipt. Should something outside of our control cause a delay, we ve a maximum of 35 business days. For all other types of complaints, we ve 8 weeks to issue a final response but we ll aim to resolve your complaint well before this deadline. Financial Ombudsman Service The Financial Ombudsman Service (FOS) is a free, independent service that looks into disputes between financial businesses and their customers. FOS will be able to provide you with an independent review of your complaint. However, FOS will only consider your complaint once you have tried to resolve it with us. You can contact FOS if: - You are not happy with our final response or summary resolution - 8 weeks have passed and you have not received a response; or - 35 working days have passed for payment services related complaints and you have not received a response The details of the Financial Ombudsman Service are as follows: Financial Ombudsman Service South Quay Plaza 183 Marsh Wall London E14 9SR Tel: or Web: alrayanbank.co.uk 5

6 Want to know more about any of our products or services? Call us on: * Monday to Friday, 9am to 7pm. Saturday, 9am to 1pm. *Calls may be recorded for training and security purposes. Visit: alrayanbank.co.uk Write to: Al Rayan Bank, PO Box 12461, Birmingham, B16 6AQ Or visit any of our branches. General Data Protection Regulation (GDPR) Under the GDPR you have the right of access to your records. Should you wish to access this right please write to: Data Protection Oicer, Data Subject Access Requests, Customer Care Team, Al Rayan Bank PLC, 24a Calthorpe Road, Edgbaston, Birmingham, B15 1RP Membership of the Financial Services Compensation Scheme Al Rayan Bank PLC is a member of the Financial Services Compensation Scheme. This scheme may provide compensation, if we cannot meet our obligations. For example, in respect of deposits with a UK oice, payments under the scheme are limited to 100% of the first 85,000 of a depositor s total deposits with the bank. Most depositors including individuals and businesses are covered. The scheme covers deposits made with the oices of the bank within the European Economic Area. Al Rayan Bank PLC is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Our firm reference number is Al Rayan Bank PLC is incorporated and registered in England and Wales. Registration No Registered oice: 44 Hans Crescent, Knightsbridge, London, SW1X 0LZ. CC ARBV8 0518