We are committed to delivering the highest standard of service, but if you feel that we have not met your expectations, here is how you can let us know:

Phone: Speak to your Relationship Manager explaining the reason and nature of the complaint. You can reach your Relationship Manager or one of our Branches via the How to Reach Us page by clicking here.

Email: customerservice@turkishbank.co.uk

Post: Customer Service, Turkish Bank UK Ltd 84-86 Borough High Street London SE1 1LN

We will take great care to resolve your complaint to your full satisfaction within three working days and will send you a summary resolution letter to inform you that we consider the complaint has been resolved. You may refer to the Financial Ombudsman Service if you subsequently decide thereafter that you are dissatisfied with the resolution of the complaint. If we are unable to resolve your complaint to your satisfaction within three working days following receipt of your complaint, a Senior Official will then be responsible for dealing with your complaint until it is resolved.

Although our intention is always to resolve concerns as swiftly as possible, certain investigations may take up to eight weeks before we can provide a final response. Throughout this period, we will keep you informed of our progress, and you will receive written communication from us no later than eight weeks from the date your complaint was raised.

For complaints relating specifically to payments, we will strive to provide a final response within 15 working days. In exceptional circumstances, this timeframe may extend to 35 working days. As with all cases, we will ensure you are kept updated throughout the process.

At Turkish Bank, we are committed to delivering the highest standard of service, and it is genuinely disappointing when we do not meet that expectation. If you feel that your concerns have not been resolved satisfactorily, or if you have not received a final response within eight weeks (or 35 days for payment-related matters), you may refer your complaint to the Financial Ombudsman Service. If eligible, they will review your case free of charge. Please note that you must contact them within six months of receiving our final response.

Additional Support

We understand that some customers may need additional support from time to time. If you require assistance because of your personal circumstances, have specific communication needs, or would benefit from additional help, our team will be happy to support you.

To find out more about the assistance available, please visit our Additional Support page by clicking here.