Complaints Policy

We deal with complaints in a fair and appropriate manner and try to resolve any complaint to the satisfaction of all involved. We have therefore adopted a Complaints Procedure for handling complaints. Before deciding whether or not to make a complaint please visit our FAQ’s as you may find the answer you are looking for there.

How To Complain

Any person wishing to make a complaint can do so by contacting us via one of the following methods:

Email – [email protected]
Telephone – 0121 234 7999

Complaints Department
London & Zurich Ltd
Unit 5, the Courtyard
707 Warwick Road
West Midlands
B91 3DA

All complaints should be as detailed as possible and where applicable evidence should be provided. Please ensure you provide appropriate contact details so we can communicate with you.

Please note we may require proof of identity before discussing or engaging with you about a concern, we do this to make sure that we only communicate about personal issues with the relevant person or someone duly authorised on their behalf. We ask that when making your complaint you should be courteous and fair in your communications with us and our members of staff.

Complaint Handling

Upon receipt of any complaint, your details will be processed and allocated to an appropriate member of our Complaints Customer Service team. Within 5 working days the relevant member of staff will acknowledge receipt of your complaint.

The acknowledgement may also ask you to:

(i) provide further information about the complaint; and/or
(ii) provide additional evidence to be reviewed as part of the complaint; and/or
(iii) provide proof of identity.

Resolution – Stage One

We aim to resolve any complaint within 28 days of you making the complaint and providing relevant information. We will always confirm the outcome in writing to you.

Sometimes we may not have completed our investigations and therefore will need to extend the response time beyond the 28 working days. We will always keep you updated with timescales as and when necessary.

Resolution – Stage Two

If you are not happy with our response at Stage One, you may request a review of your complaint by Head of Complaints. Your request must be sent to the above email address who will forward the request to the Head of Complaints for the review.

You should expect an acknowledgement to your request within 5 working days and a full response within 28 working days (from the date of your request) unless we let you know otherwise.

Escalating Your Complaint

If you consider that our response after Stage Two does not fully address the concerns you have raised, please let us know by calling our customer service number so we can understand if there is anything more we can do.

If you are dissatisfied with our resolution, you may refer your complaint to the Financial Ombudsman Service at any time by contact them:

The Financial Ombudsman Service
Exchange Tower
E14 9SR

Telephone: 0800 023 4567 or 0300 123 9123
Email: [email protected]

Confidentiality & Record Keeping

All complaints received will be dealt with confidentially and in accordance with data protection laws and our privacy policy.

About Us

London & Zurich Limited (CRN: 03279428) is authorised and regulated by the Financial Conduct Authority, authorisation number 712747 for the provision of payment services under the Payment Services Regulations 2009 as amended.

Full details can be found at the FCA Website

London & Zurich Ltd
Unit 5, the Courtyard
707 Warwick Road
West Midlands
B91 3DA

Email – [email protected]
Telephone – ( 44) 0121 234 7999

Our lines are open:

Monday – Friday (excluding Bank Holidays) 9:00am – 5:00pm
Saturdays CLOSED
Sundays CLOSED

To maintain a quality service, and for security reasons, we may monitor or record phone calls.