Complaints Publication and Procedure

February 2020 Complaints Publication


R. Raphael and Sons Ltd is committed to providing high quality customer service and it is important for us to know when you feel the product or service you have received does not meet your expectations. The Bank values your feedback and has in place an Internal Complaints Handling Procedure designed to help us resolve any customer complaints, understand the causes of these complaints and use the feedback to improve our customer service.


Contact details

The Bank consists of two divisions. If you know which division your complaint related to, please get in touch using the details below:


If you have a complaint related to any service please call us on 0203 751 1600 or email



Online Applicants

The European Commission has established an Online Dispute Resolution Platform (ODR Platform). It is specifically designed to help consumers resident in the European Union (EU) who have a complaint about goods or services bought online from traders established in the EU. You can submit your complaint online through the ODR platform in any of the official languages of the EU. The ODR platform will then submit your complaint to the UK Financial Ombudsman Service to facilitate resolution of your complaint.


You can access the ODR platform by clicking on the following link:



When we receive a complaint we aim to resolve the matter quickly and satisfactorily by the end of the third business day. Occasionally this can take longer, and we may need more information from you to proceed with our investigation. In these circumstances we will acknowledge your complaint in writing and let you know what further information we need from you.


We aim to resolve the majority of complaints and therefore provide you with a final response as soon as possible and in any event not more than eight weeks. During our review of your complaint we will keep you updated on progress.


In the unlikely event the complaint is not resolved within eight weeks we will contact you to explain why we have been unable to respond and will inform you how much longer we require.


If you are not satisfied with our final response, or if eight weeks has passed since you first let us know about your complaint, you may be able to take your complaint to the Financial Ombudsman Service. They provide an independent dispute resolution service for financial services complaints that is free to use. They can be contacted at:


The Financial Ombudsman
Exchange Tower
E14 9SR


Telephone (landline) 0800 023 4567
Telephone (from a mobile) 0300 123 9 123
From outside the UK +44 20 7964 1000


Where a complaint relates to payment services or e-money, we strive to have the matter resolved as quickly as possible, and will send a final response by the end of 15 business days after the day on which the complaint was received.


Sometimes it may take longer than 15 days to provide you with a final response, but we will remain in contact with you by sending you a holding response highlighting the reason for the delay in answering your complaint.


We will of course send you a final response as soon as we possibly can, and at the latest, by the end of 35 business days after the day on which the Bank received the complaint.


Should you not be satisfied with our response, you may refer the complaint to the FOS, as detailed above.

Email us