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Customer Care  

'We care and we listen....'


We are dedicated to listen to your concerns and your feedback, and most of all we want to help to resolve any issues you have.

Our aim is to keep our customers content with their banking services and to treat everyone as an individual.

We fully support the Financial Conduct Authority principle to Treat Customers Fairly and our commitment to you can be found in our Treating our Customers fairly mission statement.

If you have a problem or you are not happy with any element of our products or service, we would be grateful if you could give us the opportunity to resolve your query.


Our Complaints Procedure

To help us resolve your complaint, we will need the following information:
  • Your full name and address

  • Your account number

  • A daytime telephone number and your preferred contact times

  • Details of what you are concerned about


You can inform us of your complaint :

                      In writing:    Banking Services Manager
                                              Reliance Bank Limited
                                              Faith House
                                              23-24 Lovat Lane
                                              EC3R 8EB

                     Phone:           020 7398 5400

                      or                   +4420 7398 5400 (from outside the UK).

We promise to do everything we can within our ability to resolve your complaint, and we will aim to respond to you within five working days.

If we need more time to complete our investigation, we will:

  • Let you know who will be dealing with your complaint

  • Provide you with a reference number

  • Keep you regularly updated with our progress


We are required to write within eight weeks after receipt of your complaint with a final response, which will provide you with our decision, the reason for that decision and, where appropriate, what redress or remedial action you are entitled to.

In the unlikely event you are still unsatisfied with our response, you may be able to refer your complaint to the Financial Ombudsman Service.


The Financial Ombudsman Service

An independent service dealing with individual complaints that consumers and financial businesses haven’t been able to resolve themselves.  You can contact them:

                        In writing: The Financial Ombudsman Service
                                             South Quay Plaza
                                             183 Marsh Wall
                                             E14 9SR

                        Email:         complaint.info@financial–ombudsman.org.uk

                        Phone:       0800 0 234 567 free for people phoning from a ‘land line’ (for example at home)

                                         0300 123 9 123 free for mobile phone users who pay a monthly subscription


Further details about the Financial Ombudsman Service will be given with our final decision letter.


Documents can be viewed using Adobe Reader


Document Name

File Size (KB)

Customer Care Brochure

328 KB


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For security, Please ensure that you are always on this domain www.reliancebankltd.com or ibank.reliancebankltd.com when using our banking services. If you suspect that you are on a 'fake' domain, please contact Reliance Bank on 020 7398 5400.

Reliance Bank Limited. All rights reserved. Registered in England. Registration no. 68835.
Reliance Bank Limited, Faith House, 23-24 Lovat Lane, London EC3R 8EB. Telephone: 020 7398 5400 Fax:  020 7398 5401
Reliance Bank Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.
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