If your complaint is about a member of CIB staff, follow the steps below.

Stage 1

1. Complaints should be submitted in writing to the Complaints Administrator. The complaint is referred to the relevant manager
2. If the complaint relates to the manager, it is referred to the relevant Senior Manager
3. Complaints are addressed at the first point of contact where possible
4. Complaints are acknowledged within five working days
5. A response is issued within 15 working days from the date of acknowledgement

To make a complaint, write or email the Complaints Administrator:

Stage 2

1. If a response from the manager is not satisfactory, the matter can be appealed in writing to the Senior Manager
2. If a response from the Senior Manager is not satisfactory, the matter can be appealed in writing to the Chief Executive. The decision of the Chief Executive is final
3. Appeals are considered only after Stage 1 has been completed
4. Appeals should be submitted to the Complaints Administrator
   

Stage 3

If the complaint is not resolved at this stage, the Ombudsman can be asked to investigate the matter.