Complaints procedure

We value all our customers and always strive to provide a quality service. However, if you have a complaint or feel that we have not met your expected level of service, we want to hear from you. We value your feedback as an opportunity to improve our business and prevent problems arising in the future.

Contacting Al Rayan Bank

We have a step-by-step complaints procedure, which is designed to: 

  • Make it easy for you to raise your complaint
  • Ensure that your complaint is listened to and acted upon
  • Arrange for the right person in the Bank to investigate
  • Regularly update you on your complaint through text message or email
  • Inform you of the actions we propose to take
  • Make sure you're satisfied with how your complaint was handled

To make a suggestion or if you have a complaint, you can contact us in the following ways:

By phone

Our Customer Services team can be contacted on 0800 408 6407, Monday to Friday between the hours of 9.00am and 7.00pm, and Saturdays from 9.00am to 1.00pm.

By post

You can write to us at:

Customer Care team
Al Rayan Bank PLC
PO Box 12461
Birmingham
B16 6AQ

At one of our branches

You can visit your local branch or office where one of our staff will make every effort to answer your questions and put matters right.

By email

To contact us by email, please complete this form

Resolution time

We aim to resolve your complaint as quickly as possible. If we can do this straight away, and to your satisfaction, we’ll send you a summary resolution confirming this.

Where we need to look into the matter in more detail we’ll send you an acknowledgement within 5 working days via text message or email – if we’ve these details, otherwise we’ll send you a letter. This will explain what will happen next and when you can expect to hear from us again. When we’ve completed our investigation, we’ll send you a full written response.

If your complaint relates to payment services (e.g. Direct Debit, online transaction) we aim to resolve it within 15 business days of receipt. Should something outside of our control cause a delay, we’ve a maximum of 35 business days.For all other types of complaints, we’ve 8 weeks to issue a final response but we’ll aim to resolve your complaint well before this deadline.

Financial Ombudsman Service

The Financial Ombudsman Service (FOS) is a free, independent service that looks into disputes between financial businesses and their customers.

FOS will be able to provide you with an independent review of your complaint. However, FOS will only consider your complaint once you have tried to resolve it with us. You can contact FOS if:

- You are not happy with our final response or summary resolution
- 8 weeks have passed and you have not received a response; or
- 35 working days have passed for payment services related complaints and you have not received a response

The details of the Financial Ombudsman Service are as follows:

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

Tel: 0800 023 4567 or 0300 123 9123
Web: www.financial-ombudsman.org.uk

Complaints data January to June 2018

The table below provide a breakdown of all complaints made to Al Rayan Bank between January and June 2018.

The Financial Conduct Authority (FCA) require firms to quote the complaint volumes in the context of the number of accounts, so we have included the number of complaints we received per 1,000 accounts for each of the FCA product categories in the first column of the table (labelled ‘Provision’). To give you a better understanding of the figures, our 533 complaints related to banking are from 126,198 accounts, which works out to approximately 4.22 complaints per 1,000 accounts. And 251 complaints related to home finance are from 4,577 balances outstanding, which works out to approximately 55.08 per 1,000 balances outstanding.

In the last column of the table we have also highlighted the main cause of the complaints, as defined by the FCA, for each category. The majority of the complaints we received were classed as 'general administration and customer service', which includes areas such as delays and bank errors.

Complaints publications report

Firm name: Al Rayan Bank
Group: Al Rayan Bank
Other firms included in this report (if any): No
Period covered in this report: 1 January - 30 June 2018
Brands/trading names covered: Al Rayan Bank

Product / service grouping Provision (at reporting period end date) Intermediation (within the reporting period) Number of complaints opened Number of complaints closed Percentage closed within 3 days Percentage closed after 3 days but within 8 weeks Percentage upheld Main cause of complaints opened
Banking and credit cards 4.22 N/A 533 452 33% 61% 36% General admin/customer service
Home finance 55.08 N/A 251 182 15% 75% 30% General admin/customer service
Investments N/A N/A N/A N/A N/A N/A N/A N/A
Total N/A N/A 784 634 24% 68% 33% N/A

Complaints data July to December 2017

The table below provide a breakdown of all complaints made to Al Rayan Bank between July and December 2017.

The Financial Conduct Authority (FCA) require firms to quote the complaint volumes in the context of the number of accounts, so we have included the number of complaints we received per 1,000 accounts for each of the FCA product categories in the first column of the table (labelled ‘Provision’). To give you a better understanding of the figures, our 404 complaints related to banking are from 121,247 accounts, which works out to approximately 3.33 complaints per 1000 accounts. And 118 complaints related to home finance are from 4,221 balances outstanding, which works out to approximately 27.95 per 1000 balances outstanding.

In the last column of the table we have also highlighted the main cause of the complaints, as defined by the FCA, for each category. The majority of the complaints we received were classed as 'general administration and customer service', which includes areas such as delays and bank errors.

Complaints publications report

Firm name: Al Rayan Bank
Group: Al Rayan Bank
Other firms included in this report (if any): No
Period covered in this report: 1 July - 31 December 2017
Brands/trading names covered: Al Rayan Bank

 Product / service grouping Provision (at reporting period end date) Intermediation (within the reporting period) Number of complaints opened Number of complaints closed Percentage closed within 3 days Percentage closed after 3 days but within 8 weeks Percentage upheld Main cause of complaints opened
Banking and credit cards 3.33 N/A 404 446 14% 55% 41% General admin/customer service
Home finance 27.95 N/A 118 123 7% 72% 41% General admin/customer service
Investments N/A N/A N/A N/A N/A N/A N/A N/A
Total N/A N/A 522 569 12% 59% 41% N/A

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