Complaints

Once we receive your complaint, we will begin addressing it to resolve the matter fairly and to your satisfaction within three working days. Should we achieve this, we will confirm the outcome in writing. However, some matters require more time to ensure a fair, detailed investigation. If this is the case, we will write to you within five business days of receiving your complaint.

Although our intention is always to resolve concerns as swiftly as possible, certain investigations may take up to eight weeks before we can provide a final response. Throughout this period, we will keep you informed of our progress, and you will receive written communication from us no later than eight weeks from the date your complaint was raised.

For complaints relating specifically to payments, we will strive to provide a final response within 15 working days. In exceptional circumstances, this timeframe may extend to 35 working days. As with all cases, we will ensure you are kept updated throughout the process.

At Alpha Bank, we are committed to delivering the highest standard of service, and it is genuinely disappointing when we do not meet that expectation. If you feel that your concerns have not been resolved satisfactorily, or if you have not received a final response within eight weeks (or 35 days for payment-related matters), you may refer your complaint to the Financial Ombudsman Service. If eligible, they will review your case free of charge. Please note that you must contact them within six months of receiving our final response.