Complaints

Our commitment to you

We are committed to providing our customers with excellent service and the best products. Sometimes things go wrong, including when customers feel we haven’t lived up to expectations. If this happens, we want to know so we can put it right. We have procedures to ensure complaints are handled promptly, fairly and transparently.

Our aims when we receive a complaint

We aim to ensure that:

• your complaint receives a full and fair investigation by someone with appropriate knowledge and authority;

• we keep you informed and work to agreed timescales;

• we apologise when things go wrong and take steps to put them right.

How to make a complaint

In person: visit our branches and speak to a member of staff

By telephone: +44 (0)20 7877 8200

In writing:

Customer Services Department

Sonali Bangladesh (UK) Limited (SBUK)

29–33 Osborn Street

London E1 6TD

Email: complaints@sbuk.com

Please include your company name, contact name, postal address, any relevant account/reference/invoice number, and a daytime telephone number.

How we will deal with your complaint

• We aim to resolve your complaint within 3 business days where possible.

• If we have not been able to resolve it within 5 business days, we’ll acknowledge your complaint and outline our process.

• If it is not resolved within 4 weeks, we’ll send a progress update explaining where things stand and when we expect to resolve it.

• We will send our final written response within 8 weeks of receiving your complaint, explaining our decision and any offer of redress.

Regulatory Status

SBUK is registered with and supervised by the Financial Conduct Authority (FCA) for anti-money laundering purposes under the Money Laundering Regulations under Firm Ref number 981064. We are not authorised by the FCA to carry out regulated financial services activities. Accordingly, complaints about our services cannot be referred to the Financial Ombudsman Service (FOS). To avoid any doubt: even if you remain dissatisfied after our final response, you will not be able to ask the Financial Ombudsman Service to review your complaint.