We acknowledge each complaint by the next business day and we resolve within 3 business days. There may be times when the complaint is too complex and cannot be resolved within this period. However when this happens, the Customer Care Official will provide you with regular feedback to keep you updated on the matter.
The Customer Care Centre is our final stage for handling your concerns and complaints. If you are still dissatisfied, please feel free to refer the matter to the Office of the Financial Services Ombudsman. This is an independent body which gives impartial and prompt resolutions to customers regarding complaints that have not been resolved satisfactorily with their financial institutions. You can contact the office at the address below:
Office of the Financial Services Ombudsman
1st Floor Central Bank Building
Eric Williams Plaza, Independence Square
Port of Spain
Telephone: 625-4835 exts: 2650; 2657; 2675; 2681