Complaints Procedure

Step 1: Contact us by phone or mail

Step 2: Ask to speak to a manager

If after speaking with one of our Customer Service associates the matter is not resolved to your satisfaction, please ask to speak to a manager.

Step 3: Write to The Customer Advocate Office

If we do not live up to our promise to provide you with a high quality service, please contact our Customer Advocate Office.

• You can use our secure online form to submit your complaint online.

If you would like further information about how we will deal with your complaint online please visit Submitting Complaints Online.

• Alternatively, you can write to us at the address below:

The Customer Advocate Office
Bank of America
PO BOX 1004
Chester Business Park
Chester
CH4 9WW

Information you should provide to assist us in handling your complaint

To help us investigate your complaint as quickly and efficiently as possible, please provide us with your name and address, a daytime telephone number on which we can contact you, and if contacting us in writing, your account details. Please provide a clear description of your complaint, and what you would like us to do to resolve it.

How we will handle your complaint

Bank of America will acknowledge your complaint within five business days and endeavour to resolve your complaint within 28 days. However, from time to time, it may be necessary to carry out further investigation to ensure we fully resolve your complaint. If this occurs, we will keep you updated on the progress of your complaint.

Step 4: If your complaint is not resolved

In the unlikely event that we are unable to resolve your complaint within eight weeks of receipt, or if you are not satisfied with our final response, you can contact the Financial Ombudsman Service:

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

Telephone: 0845 080 1800
Email: enquiries@financial-ombudsman.org.uk

Before pursuing this option, however, you may find it helpful to make use of the Finance & Leasing Association (FLA) conciliation scheme to resolve your complaint. We are members of the FLA and are bound by their Lending Code.

The Compliance Manager
Finance & Leasing Association
Imperial House
15-19 Kingsway
London
WC2B 6UN

Fax: 0207 836 6511
Email: code@fla.org.uk