We view client complaints as an opportunity to continuously improve the quality of our services and our organisation. We have clear procedures and responsibilities when it comes to client complaints, and we try our best to treat all client complaints fairly and diligently.
You can submit a complaint free of charge to us which will be handled in an independent manner by our complaints team, or you can discuss your complaint with your private banker, associate banker or investment counsellor. Contact details for our complaints teams in each of the countries in which we provide services are listed in the drop-down menu below. Please note that for clients that receive services from Citibank Europe plc, Italy Branch, Citibank (Switzerland) AG and Citibank N.A. Swiss Branches the process for submitting a complaint to us is slightly different and further information can be found in the drop-down menu below.
When submitting a complaint, please include the following details:
Please provide us with as much information as possible when submitting your complaint to help us resolve your complaint as quickly and efficiently as possible.
Within 5 business days:
We will send you written acknowledgement of receipt of your complaint within five business days, letting you know who will be handling your complaint and details of our internal complaint handling procedures. We will also let you know the action that has been taken or will be taken and the date upon which we expect this action to take place.
Within 4 weeks:
Within four weeks of receiving the complaint we will send you a final or holding response, either to explain why we cannot yet resolve your complaint or indicate when we will make further contact about your complaint.
Within 8 weeks:
You can expect to receive further correspondence regarding your complaint within eight weeks of receipt of the complaint. If we are unable to make a final response by the end of the eight-week period, we will explain our reasons for this and indicate when you can expect to receive a final response.
If you are not satisfied with our response:
You may refer the complaint to the relevant alternative dispute resolution service in the country in which we provide services to you. These options are further detailed per country in the drop-down options below.
Please select the relevant jurisdiction / legal entity for you from the list below.
Please submit your complaint to our dedicated complaints handling team using the below contact details. Your complaint will be handled in accordance with the timeline and process outlined on our complaints homepage. If our final response is unsatisfactory, you may escalate your complaint by addressing your complaint for the attention of the person in charge of complaints at management level.
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Address |
Citi Private Bank, Citibank Europe plc, 1 North Wall Quay, Dublin 1, Ireland |
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Phone |
+44 (0) 207 508 8000 |
If your complaint relates to services provided by Citibank Europe plc, Luxembourg Branch such as banking, custody and financial services you may submit your complaint to the following alternative dispute resolution services. Please see below contact details for the Commission de Surveillance du Secteur (CSSF) below:
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When |
Within one year after the complaint has been filed at management level |
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Address |
3 Commission de Surveillance du Secteur Financier Département Juridique CC 283, Route d ’Arlon L-1150 Luxembourg Luxembourg |
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Fax |
(+352) 26 25 1 – 2601 |
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Website |
More details concerning the out of court resolution procedure are available on the CSSF website. |
If you remain unsatisfied with our response or you have not received a response from management within the timeframes indicated below after the submission of your complaint you can submit a request for an alternative dispute resolution service procedure. We have set out your options below.
Please see contact details for the AMF Ombudsman below:
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When |
As an alternative to contacting the FSPO (as detailed below), two months after filing your complaint with us. but no more than one year after submission of your complaint to us. |
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Address |
Autorité des marchés financiers Le médiateur 17, place de la Bourse 75082, Paris Cedex 02 France |
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Website |
More details concerning the AMF ombudsman complaints process is set out within the AMF website. |
For complaints regarding banking services specifically (and to the extent you qualify as a consumer), as an alternative to the CSSF or FSPO you may submit your complaint to Médiateur de la Fédération Bancaire Française (FBF):
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When |
Two months after filing your complaint with us but no more than one year after submission of your complaint to us. |
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Address |
Le médiateur auprès de la FBF Ombudsman CS 151 75422 Paris Cedex 09 France |
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Website |
More details concerning the FBF complaints handling process is set out within their website: Mediateur FBF website or Mediateur FBF contacts web page |
As an alternative to the CSSF, you can also submit your complaint to the Financial Service and Pensions Ombudsman (FSPO) in Ireland, details of which are below:
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When |
40 days after filing your complaint with us but no more than six years after submission of your complaint to us |
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Address |
Financial Services and Pensions Ombudsman, Lincoln House, Lincoln Place Dublin 2 D02 VH29 Ireland |
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Phone |
+353 1 567 7000 |
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Website |
More details concerning the out-of-court complaint resolution procedure are available on the FSPO website. |
Please submit your complaint to our dedicated complaints handling team using the below contact details. Your complaint will be handled in accordance with the timeline and process outlined on our complaints homepage.
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Writing |
Citi Private Bank, Citibank Europe plc, 1 North Wall Quay, Dublin 1, Ireland |
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Phone |
+44 (0) 207 508 8000 |
If your complaint relates to services provided by CEP Germany under CEP Germany’s Terms of Business for Investment Advisory Services if you remain unsatisfied with our response or you have not received a response from management within the timeframes indicated below after the submission of your complaint you can submit a request for an alternative dispute resolution service procedure. We have set out your options below.
Please see contact details for Bundesanstalt für Finanzdienstleistungsaufsicht (BaFin) below:
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When |
Within one year of submitting your complaint to us |
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Address |
Bundesanstalt für Finanzdienstleistungsaufsicht (BaFin) Graurheindorfer Str. 108 53117 Bonn Germany |
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Phone |
+49 (0) 228 4108 0 |
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Website |
More details concerning the out-of-court complaint resolution procedure are available on the BaFin website: BaFin - Filing a complaint with BaFin |
If your complaint relates to services provided by Citibank Europe plc, Luxembourg Branch such as banking, custody and financial services you may submit your complaint to the following alternative dispute resolution services.
Please see below contact details for the Commission de Surveillance du Secteur (CSSF) below:
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When |
Within one year of the complaint being filed at management level |
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Address |
3 Commission de Surveillance du Secteur Financier Département Juridique CC 283, Route d ’Arlon L-1150 Luxembourg |
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Fax |
(+352) 26 25 1 – 2601 |
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Website |
More details concerning the out of court resolution procedure are available on the CSSF website. |
As an alternative to the CSSF, you can also submit your complaint to the Financial Service and Pensions Ombudsman (FSPO) in Ireland, details of which are below:
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When |
40 days after filing your complaint with us but no more than six years after submission of your complaint to us. |
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Address |
Financial Services and Pensions Ombudsman, Lincoln House, Lincoln Place Dublin 2 D02 VH29 Ireland |
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Phone |
+353 1 567 7000 |
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Website |
More details concerning the out-of-court complaint resolution procedure are available on the FSPO website. |
Please submit your complaint to our dedicated complaints handling team using the below contact details.
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Writing |
To the attention of the Compliance department, Citi Private Bank, Citibank Europe plc, Italy Branch, Piazzetta Bossi, 3 Milan |
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Phone |
+39 02 890 64277 |
We will send you written acknowledgement of receipt of your complaint within five business days, letting you know who will be handling your complaint and details of our internal complaint handling procedures. We will also let you know the action that has been taken or will be taken and the date upon which we expect this action to take place. Within 60 days of receiving the complaint, we will send you a final response or a holding response.
If you remain unsatisfied with our response or if you are dissatisfied with the outcome of any investigation into your complaint, you have the right to complain directly to the Arbitro per le Controversie Finanziarie (ACF).
ACF is in charge of resolving disputes between investors and intermediaries in relation to the breach of due diligence, fairness and transparency obligations by intermediaries, which include the request for sums of money up to five hundred thousand euros (€500,000). The right to submit complaints to ACF can neither be waived nor be restricted, even where the contract between the investor and the intermediary includes an arbitration clause which provides for the jurisdiction of different extrajudicial bodies.
Information concerning the ACF is available on the ACF website.
If you are dissatisfied with any aspect of the Advisory Services provided by us, you should in the first instance discuss the complaint with your Private Banker or you can contact our complaints team using the contact details above.
Please submit your complaint to our dedicated complaints handling team using the below contact details. Your complaint will be handled in accordance with the timeline and process outlined on our complaints homepage.
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Writing |
To the attention of the Compliance department, Citi Private Bank, Citibank Europe plc, Italy Branch, Piazzetta Bossi, 3 Milan |
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Phone |
+39 02 890 64277 |
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Writing |
Citi Private Bank, Citibank Europe plc, 1 North Wall Quay, Dublin 1, Ireland |
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Phone |
+44 (0) 207 508 8000 |
If you remain unsatisfied with our response or you have not received a response from management within one month after the submission of your complaint you can submit a request for an alternative dispute resolution service procedure. We have set out your options below.
You can also submit your complaint to the Financial Service and Pensions Ombudsman (FSPO) in Ireland, details of which are below:
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When |
40 days after filing your complaint with us but no more than six years after submission of your complaint to us. |
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Address |
Financial Services and Pensions Ombudsman, Lincoln House, Lincoln Place Dublin 2 D02 VH29 Ireland |
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Phone |
+353 1 567 7000 |
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Website |
More details concerning the out-of-court complaint resolution procedure are available on the FSPO website. |
If you are dissatisfied with any aspect of the Advisory Services provided by us, you should in the first instance discuss the complaint with your Private Banker or you can contact our complaints team using the contact details above.
Please submit your complaint to our dedicated complaints handling team using the below contact details. Your complaint will be handled in accordance with the timeline and process outlined on our complaints homepage.
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Writing |
Citi Private Bank, Citibank Europe plc, 1 North Wall Quay, Dublin 1, Ireland |
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Phone |
+44 (0) 207 508 8000 |
If you remain unsatisfied with our response or you have not received a response from management within one month after the submission of your complaint you can submit a request for an alternative dispute resolution service procedure. We have set out your options below.
Please see contact details for the Financial Service and Pensions Ombudsman (FSPO) below:
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When |
From 40 days after filing your complaint with us but no more than six years after submission of your complaint to us. |
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Address |
Financial Services and Pensions Ombudsman, Lincoln House, Lincoln Place, Dublin 2 D02 VH29 Ireland |
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Phone |
+353 1 567 7000 |
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Website |
More details concerning the out-of-court complaint resolution procedure are available on the FSPO website. |
Please submit your complaint to our dedicated complaints handling team using the below contact details. Your complaint will be handled in accordance with the timeline and process outlined on our complaints homepage.
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Writing |
Citi Private Bank, Citibank N.A. Jersey Branch, 38 Esplanade, St Helier, Jersey |
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Phone |
+44 (0) 1534 608 101 |
If you remain unsatisfied with our response or you have not received a response from management within one month after the submission of your complaint you can submit a request for an alternative dispute resolution service procedure.
Please see contact details for the Channel Islands Financial Ombudsman (CIFO) below:
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When |
Within six months of the date of the final response letter or the CIFO may not be able to review your complaint. |
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Address |
Channel Islands Financial Ombudsman, PO Box 114 |
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Phone |
+44 (0) 1534 748 610 |
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Website |
Please submit your complaint to our dedicated complaints handling team using the below contact details. Your complaint will be handled in accordance with the timeline and process outlined on our complaints homepage. If our final response is unsatisfactory, you may escalate your complaint by addressing your complaint for the attention of the person in charge of complaints at management level.
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Address |
Citi Private Bank, Citibank Europe plc, 1 North Wall Quay, Dublin 1, Ireland |
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Phone |
+44 (0) 207 508 8000 |
If you remain unsatisfied with our response or you have not received a response from management within one month after the submission of your complaint you can submit a request for an alternative dispute resolution service procedure. We have set out your options below.
If the complaint is resolved within three business days we will send you a Summary Resolution Communication (SRC Letter), confirming that the matter is resolved and that if you are not satisfied by our response you have the right to refer your complaint to an alternative dispute resolution service as outlined below.
If we do not provide you with an SRC Letter or if despite our best efforts you are not happy with our response after the submission of your complaint or have not received a response from the person in charge of complaints handling within one month you have the possibility to submit a request for an out of court complaint resolution procedure, free of charge with the CSSF. We have set out your options below. Customers not resident in Luxembourg may apply to the Commission de Surveillance du Secteur Financier who may accept your complaint or refer you to the Irish Financial Services and Pensions Ombudsman.
Please see contact details for the Commission de Surveillance du Secteur Financier (CSSF) below:
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When |
With one year of the complaint being filed at management level. |
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Address |
283, route d’Arlon , L-1150 Luxembourg |
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Phone |
+352 26251-1 |
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Website |
As an alternative to the CSSF, you can also submit your complaint to the Financial Service and Pensions Ombudsman (FSPO) in Ireland, details of which are below:
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When |
From 40 days after filing your complaint with us but no more than six years after submission of your complaint to us. |
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Address |
Financial Services and Pensions Ombudsman Lincoln House Lincoln Place Dublin 2 D02 VH29 Ireland |
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Phone |
+353 1 567 7000 |
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Website |
More details concerning the out-of-court complaint resolution procedure are available on the FSPO website. |
Complaints Related to Payment Services
We have a separate complaints process for complaints relating to any payment services in connection with your payment account. We will send you written acknowledgement of receipt of your complaint within five business days, letting you know who will be handling your complaint and details of our internal complaint handling procedures. We will also let you know the action that has been taken or will be taken and the date upon which we expect this action to take place.
We will send you a response to your complaint regarding your cash account within 15 business days of receiving your complaint. in exceptional circumstances if we are unable to respond within this timeframe, we will send you a holding response explaining the reasons for delay and indicating when we will make further contact, which will be within 35 business days after receipt of the complaint.
Please submit your complaint to our dedicated complaints handling team using the below contact details. Your complaint will be handled in accordance with the timeline and process outlined on our complaints homepage.
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Writing |
Citi Private Bank, Citibank Europe plc, 1 North Wall Quay, Dublin 1, Ireland |
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Phone |
+44 (0) 207 508 8000 |
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Writing |
Citi Private Bank, Citibank Europe plc, Spain Branch, Atención al Cliente, Calle Jose Ortega y Gasset 29, 2 Pl, Madrid 28006 |
If you remain unsatisfied with our response or you have not received a response from management within one month after the submission of your complaint you can submit a request for an alternative dispute service resolution procedure.
Please see contact details for the Banco de España below:
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When |
You can contact the Bank of Spain with your complaint if your complaint to Servicio de Atención al Cliente of Citibank Europe plc, Spain Branch was not answered in a satisfactory way after two months following the date of your complaint and no later than five years after submission of your complaint to us. |
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Address |
Departamento de Conducta de Mercado y Reclamaciones c/Alcalá 48 28014 Madrid |
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Website |
For complaints relating to Insurance Distribution Services, please see contact details for the Dirección General de Seguros y Fondo de Pensiones (DGSFP) below:
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When |
Within two months of filing the complaint. It must be evidenced that the claim has been filed with us and that either we have provided an unsatisfactory response or no response. |
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Address |
DGSFP Paseo de la Castellana, 44, 28046 Madrid |
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Website |
You can also submit your complaint to the Financial Service and Pensions Ombudsman (FSPO) in Ireland, details of which are below:
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When |
40 days after filing your complaint with us but no more than six years after submission of your complaint to us. |
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Address |
Financial Services and Pensions Ombudsman, Lincoln House, Lincoln Place, Dublin 2 D02 VH29 Ireland |
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Phone |
+353 1 567 7000 |
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Website |
More details concerning the out-of-court complaint resolution procedure are available on the FSPO website. |
To submit your complaint please contact the complaints team using the contact details below:
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Writing |
Citi Private Bank, Citibank N.A London Branch, Citigroup Centre, Canada Square, Canary Wharf, London E14 5LB |
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Phone |
+44 (0) 207 508 8000 |
If the complaint is resolved within three business days we will send you a Summary Resolution Communication (SRC Letter), confirming that the matter is resolved and that if you are not satisfied by our response you have the right to refer your complaint to an alternative dispute resolution service as outlined below.
If we do not provide you with an SRC Letter or you are not happy with our response after the submission of your complaint you can submit a request for an alternative dispute resolution service procedure. We have set out your options below.
Please see details of the Financial Ombudsman Service below:
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When |
Within six months of us sending you a final response |
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Address |
The Financial Ombudsman Service |
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Phone |
0800 0234 567 or 0300 1239 123 |
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Website |
Because Citibank Europe plc, United Kingdom Branch is a branch of an Irish company you can also submit your complaint to the Financial Service and Pensions Ombudsman in Ireland, details of which are below:
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Address |
Financial Services and Pensions Ombudsman, Lincoln House, Lincoln Place Dublin 2 D02 VH29 Ireland |
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Phone |
+353 1 567 7000 |
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Website |
More details concerning the out-of-court complaint resolution procedure are available on the FSPO website. |
Complaints Related to Payment Services
We have a separate complaints process for complaints relating to any payment services in connection with your payment account. We will send you written acknowledgement of receipt of your complaint within five business days, letting you know who will be handling your complaint and details of our internal complaint handling procedures. We will also let you know the action that has been taken or will be taken and the date upon which we expect this action to take place.
We will send you a response to your complaint regarding your cash account within fifteen business days of receiving your complaint. in exceptional circumstances if we are unable to respond within this timeframe, we will send you a holding response explaining the reasons for delay and indicating when we will make further contact, which will be within thirty five business days after receipt of the complaint.
To submit your complaint please contact the complaints team using the contact details below:
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Writing |
Citi Private Bank, Citibank N.A London Branch, Citigroup Centre, Canada Square, Canary Wharf, London E14 5LB |
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Phone |
+44 (0) 207 508 8000 |
If the complaint is resolved within three business days we will send you a Summary Resolution Communication (SRC Letter), confirming that the matter is resolved and that if you are not satisfied by our response you have the right to refer your complaint to an alternative dispute resolution service as outlined below.
If we do not provide you with an SRC Letter or you are not happy with our response after the submission of your complaint you can submit a request for an alternative dispute resolution service procedure. We have set out your options below.
Please see details of the Financial Ombudsman Service below:
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When |
Within six months of us sending you a final response |
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Address |
The Financial Ombudsman Service |
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Phone |
0800 0234 567 or 0300 1239 123 |
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Website |
Complaints Related to Payment Services
We have a separate complaints process for complaints relating to any payment services in connection with your payment account. We will send you written acknowledgement of receipt of your complaint within five business days, letting you know who will be handling your complaint and details of our internal complaint handling procedures. We will also let you know the action that has been taken or will be taken and the date upon which we expect this action to take place.
We will send you a response to your complaint regarding your cash account within 15 business days of receiving your complaint. in exceptional circumstances if we are unable to respond within this timeframe we will send you a holding response explaining the reasons for delay and indicating when we will make further contact, which will be within 35 business days after receipt of the complaint.
You can submit a complaint free of charge which will be handled effectively and in an independent manner by our complaints management function (the complaints team). Should you be dissatisfied with any aspects of the services provided to you, you may make your complaint directly to your Private Banker or to the complaints team via the following e-mail address: To submit your complaint please contact the complaints team using the contact details below:
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Upon receiving a complaint, we will notify you of the action that has been or will be taken and the date upon which we expect this action to have been implemented in accordance with our complaints management policy and procedures.
If you are dissatisfied with the outcome of our investigation of your complaint or if you feel that we have not conducted the business throughout, you have the possibility to submit your complaint directly to the Swiss Banking Ombudsman. Please find their contact details below:
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Address |
Bahnhofplatz 9, P.O. Box, CH-8021 Zurich |
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Telephone |
German/English: +41 43 266 14 14 |
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Website |
