1 ) Registered Number and Registered Address and FSA Regulated
Turkish Bank (UK) Ltd. is authorised and regulated by the Financial Services Authority (FSA). Firm Reference Number 204566. Registered in England and Wales. Registered Number 2643004. Registered Office: 84 – 86 Borough High Street, London SE1 1LN

2 ) Banking Code Subscriber
The Bank subscribes to the Banking Code and the Business Banking Code.

3 ) Financial Services Compensation Scheme
Deposits within Turkish Bank (UK) Ltd. are covered by the Financial Services Compensation Scheme. Payments under the Scheme are limited to 100% of the first £50,000 of a depositor’s total deposits subject to a maximum payment to any one depositor of GBP 50,000.

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
South Quay Plaza
183 Marsh Wall
London E14 9SR
Tel No: 0845 080 1800
Fax No: 020 7964 1001

5 ) Privacy Statement
Turkish Bank (UK) Ltd. 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
We have strict security procedures covering the storage and disclosure of your information in order to prevent unauthorised access to comply with the UK Data Protection Act of 1998. This means that sometimes we may ask for proof of identity before we disclose personal information to you.

7 ) Recording of Telephone Calls
Telephone calls to Turkish Bank (UK) Ltd. 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, complaint handling procedures are in place to deal with your concerns effectively and in the correct manner.

If you do wish to register your complaint, please follow the steps 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 already taken to address the issue.

YOU NEED TO PROVIDE

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

WHAT TO DO IF YOU HAVE A COMPLAINT

Step 1

If possible, please refer your complaint to the original point of contact

If the matter is not resolved to your satisfaction by this member of staff please speak or write to your Branch Manager. Your Branch Manager will ensure that your complaint is investigated and try to resolve the matter to your satisfaction. If your complaint has not been resolved by the close of business on the next working day following its receipt, we will either send you an acknowledgement letter or a written response addressing the matters you have raised. We will do this within five working days of receipt of your complaint.

Step 2

If you are still dissatisfied with response from your Branch Manager you may refer your complaint, in writing, to our Assistant General Manager at the following address. The Assistant General Manager will arrange for your complaint to be investigated further.

Assistant General Manager
84 – 86 Borough High Street
London SE1 1LN

Once your complaint has been fully investigated, the Assistant General Manager will issue a final response letter. This letter will confirm the outcome of the final investigation.

If the Assistant General Manager has been unable to issue a final response letter to you within four weeks of receipt, a progress report will be issued confirming the stage at which the investigations have reached. If the Assistant General Manager is till unable to issue a final response letter within eight weeks of the Bank first receiving your complaint, a further progress report will be issued. At this point we will also inform you that if you are dissatisfied with the delay, you may refer your complaint to the Financial Ombudsman Service.

Step 3

Our aim is always to resolve complaints to the satisfaction of our customers. However, in the unlikely event that you disagree with the decision we have made, you can refer the matter to the Financial Ombudsman Service. You should address your complaint to:

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
Tel No: 0845 080 1800
Fax No: 020 7964 1001

Please note that Financial Ombudsman will not entertain any complaints sent to him unless Steps 1 & 2 have been completed, and the Bank has either issued a final response letter, or the allotted time has elapsed.