1 ) Financial Conduct Authority (FCA) and Prudential Regulation Authority (PRA)
Turkish Bank (UK) Ltd is authorised by the Prudential Regulation Authority and is regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Firm reference number 204566. Registered in England and Wales. Registered Number 2643004. Registered Office: 84 - 86 Borough High Street, London SE1 1LN
2 ) Lending Standards Code
The Bank subscribes to the Lending Standards Code.
3 ) Financial Services Compensation Scheme (FSCS)
We are covered by the Financial Services Compensation Scheme (FSCS). The FSCS can pay compensation to depositors if a Bank is unable to meet its financial obligations. Most depositors – including most individuals and small businesses – are covered by the Scheme.
In respect of deposits, an eligible depositor is entitled to claim up to £75,000. For joint accounts each account holder is treated as having a claim in respect of their share so, for a joint account held by two eligible depositors, the maximum amount that could be claimed would be £75,000 each (making a total of £150,000). The £75,000 limit relates to the combined amount in all the eligible depositor’s account with the Bank, including their share of any joint account, and not to each separate account.
Temporary high balances
In some cases, an eligible deposit which is categorised as "a "temporary high balance" (for example, as a result of a house sale, inheritance, or insurance payment) may be protected to a higher limit for six months after the amount has been credited to your account or from the moment when such eligible deposits become legally transferable.
For further information about the scheme (including the amounts covered and eligibility to claim) please call us on 0845 602 6966, ask at your local branch for details, refer to the FSCS website www.FSCS.org.uk or call 0800 678 1100
4 ) Financial Ombudsman Service
The Bank is subject to the jurisdiction of the Financial Ombudsman Service who will consider any unresolved complaints.
They may be contacted at,
Financial Ombudsman Service
London E14 9SR
Tel No: 0800 023 4567
Fax No: 020 7964 1001
5 ) Privacy Statement
Turkish Bank (UK) is committed to protecting your personal information from unauthorised access, use and disclosure. We use the personal information that we collect from you to process requests or orders, identify personal preference and identify your needs with appropriate products and services.
6 ) Security of Information Data Protection Act
Whether your information is processed in the UK or overseas in accordance with data protection legislation your information will be protected by a strict code of secrecy and security which all members of the Turkish Bank Group are subject to. Where payments are processed through other organisations such as banks and the worldwide payments system operated by SWIFT, those organisations may have to process and store your personal information abroad and may have to disclose it to foreign authorities (including those outside the EEA, in which case your personal information may not be protected to the standards of the Turkish Bank Group), for example, to help fight against crime and terrorism.
7 ) Recording of Telephone Calls
Telephone calls to Turkish Bank (UK) may be recorded and/or monitored for security, training and customer service purposes.
8 ) Complaints Procedure
Turkish Bank (UK) Ltd is committed to providing a high standard of customer service. However, if you are not satisfied with any aspect of our service, our complaint handling procedure is in place to deal with your concerns effectively and in the correct manner.
If you wish to register your complaint, please follow the guidance below. Please could you provide as much relevant information as possible, including your account details, the Branch/ Business Area involved, summary of your complaint and any actions that have already been taken to address your complaint.
YOU NEED TO PROVIDE
· Your name, address and account number (if applicable)
· A clear description of your concern or complaint
· Details of how you would like us to correct your complaint
· Copies of any relevant documents or information that you have
· A daytime telephone number or e-mail address
Any complaint in writing should be addressed to:
Assistant General Manager
Turkish Bank (UK) Ltd
84-86 Borough High Street
London SE1 1LN
Or you can either complete a form in one of our Branches or download a complaint form from here if that is more preferable to you.
After you have made your complaint
If we are unable to answer your complaint to your satisfaction by the close of business the next working day following its receipt, a Senior Official will be responsible for dealing with your complaint until it is resolved.
The next steps
Following the allocation of your complaint to a Senior Official, they will write to you within five working days outlining their understanding and the expected timescales involved in the investigation and resolving your complaint.
The Bank will continue to keep you updated and inform you of our progress and amended timescales in dealing with your complaint should we be unable to resolve it in the timescales which we initially gave you.
Resolving your complaint
Once we have fully investigated your complaint, we will write to you again with a final response letter detailing our findings and advising you of any correcting actions that we are taking.
Unresolved complaints after eight weeks
If we are unable to issue you with a final response letter or answer the complaint to your satisfaction within eight weeks of the bank first receiving your complaint, a further progress report will be issued at this date. At this point, we will also advise you that if you are dissatisfied with the delay, that you may refer your complaint to the Financial Ombudsman Service. For your information, their address is:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
Please note that the Financial Ombudsman will not assess any complaints until the Bank has either issued a final response letter or eight weeks has passed since you initially made your complaint to the Bank. Full details can be found on their website, www.financial-ombudsman.org.uk.