How to complain
How to complain
Email: complaints@oxbury.com
Webchat: which can be found in Oxbury Online Banking, or in the FAQs. section
In writing: to the below address:
Complaints
Oxbury Bank Plc
One City Place
Queens Road
Chester, CH1 3BQ
We're here to help you, from Monday to Friday at 9:00am to 5:30pm, except bank holidays.
To help us investigate your complaint, please provide us with specific information relating to your complaint and your desired resolution.
What we will do
- We promise that we will resolve your complaint fairly and in a timely manner
- We will try to resolve your complaint within 3 working days
- If this is not possible, we will send you a letter acknowledging the complaint within 5 working days
- If your complaint is about a payment or a payment service, such as a Direct Debit or Faster Payment, we will aim to resolve your complaint within 15 working days. However, in exceptional circumstances, we may need longer to investigate, and it may take up to 35 working days to resolve your complaint. If so, we will let you know within 15 working days
- If your complaint is about a non-payment service, then we will aim to resolve your complaint within 8 weeks. In most cases we will resolve it sooner.
If we are unable to fully resolve your complaint
If we cannot resolve your complaint within 15 working days for payment service complaints or 8 weeks for non-payment service complaints, or you are unhappy with our final response, you may be able to refer the matter to the Financial Ombudsman Service. This service is free of charge, and you have six months from receiving our final response to do this.
They can be contacted at:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Freephone: 0800 023 4567
Low-cost phone: 0300 123 9123
Call from abroad: +44 20 7964 0500
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
A copy of our full complaint procedure is available here.