CBNgrupo.net

Upon registration, the customers are given the ‘How to file a Complaint’ brochure. This brochure contains the procedures on how to file a complaint in case they are not satisfied with our services.

If a customer wants to file a complaint, he/she can contact us in the following ways:

In Person - visit our office and speak to a member or staff.

CBN LONDON LTD

GROUND FLOOR 50 MARGARET STREET LONDON W1W 8SF

In writing or email - send a letter or email to the manager. The email address is cbnlondon.complain@cbngrupo.net

By phone - call our Customer Service Department at +(44) 207 462 3000 / +(44) 207 631 4204

WHEN WE RECEIVE YOUR COMPLAINT WE WILL DO THE FOLLOWING :

1.	Write to you within five working days to confirm we have received your complaint.
2.	We will always deal with your complaint as quickly as we can. However, if we have not been able to solve or settle your complaint within four weeks of receiving it, we will write to tell you the progress we have made and when we aim to send you a full response.
3.	If we cannot solve or settle your complaint within eight weeks of receiving it, we will write to you and explain why.
	If you do not agree with our final response, or we cannot respond within eight weeks and you do not accept our explanation, you may refer your complaint to the Financial Ombudsman Service (FOS). The Financial Ombudsman Service can help solve or settle disputes between financial institutions and their customers. They are entirely independent and their services are free to you.
	Contact the Financial Ombudsman Service at: The Financial Ombudsman Service South Quay Plaza 183 Marsh Wall London E14 9SR Telephone: 0845 080 1800 Website: www.financial-ombudsman.org.uk