Our Complaint Procedure

At Akbank N.V., we aim to provide you with the highest standards of service, however, there may be an occasion when you feel you have cause for complaint.

If you’re not completely happy with our service, we’d like to hear about it – that way, we can do something to put it right. Our aim will always be to bring such matters to a conclusion promptly and to your entire satisfaction.

We want to:

- make it easy for you to inform us about your complaint
- give your complaint the attention it deserves
- resolve your complaint without delay
- make sure you are satisfied with how your complaint was resolved

How and where to complain
If you are not satisfied with any aspect of our service or products you can tell us your concerns in the following ways:

By telephone – contact our Customer Service Centre on 020 7034 3010 during our office hours, Mondays – Fridays 9am – 5pm.

In writing - by letter, addressed to: Branch Manager, Akbank N.V., 29 Marylebone Road, London , NW1 5JX.

E-mail to :  complaints@akbank.co.uk

Please provide the following information when you get in touch with us:

- Your name, address and account number (if applicable)
- A clear description of your concern or complaint
- Details of what you would like us to put right
- Copies of any relevant documents/information
- A daytime telephone number at which we can contact you

How long will it take?

Our aim is to try and resolve your complaint straightaway. Often however, complaints need to be investigated further - if this is the case, we will write to you within three to five working days to:

- acknowledge receipt of your complaint
- tell you how long we expect it will take to resolve it
- tell you who is dealing with it

In the majority of cases, we would hope to be able to resolve your complaint within two weeks. In exceptional circumstances where your complaint is particularly complex, matters may take longer to resolve. We will however keep you informed with any progress until your complaint has been resolved.

What if you are not happy with our response?

Our aim is that your complaint should be resolved as quickly as possible by staff who have the right experience, knowledge and authority. However if you are not satisfied with our action or explanation you can ask for your case to be referred to: Head of Customer Services at Akbank N.V., Hoofdkantoor, Amstelplein 1, 1096 HA Amsterdam, The Netherlands.

Final Response

In the unlikely event we cannot reach agreement with you within eight weeks, we will send you a ‘final response’ letter which will explain our final position, or giving reasons for the delay in resolving your complaint and an indication of when we expect to reach a conclusion. Complaints we cannot settle may be referred to the Financial Ombudsman Service.

Contacting the Financial Ombudsman Service

The Financial Ombudsman service acts independently of all banks including Akbank N.V. and provides a free service as an impartial adjudicator.

If you wish to ask the Financial Ombudsman Service to review your complaint, you must do this within six months of the date of our final response letter in accordance with their rules.

The address to write to is:
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
Telephone: 0845 080 1800
E-mail: enquiries@financial-ombudsman.org.uk

A copy of the guide "Your complaint and the Ombudsman" is available on request.

For more information Contact our Customer Service Centre team on 020 7034 3010.