Credit Suisse Wealth Management in the UK

Credit Suisse in London

Contact

Credit Suisse UK (Ltd)
5 Broadgate
London EC2M 2QS

Feedback & Complaints

At Credit Suisse we value our clients and endeavour to always achieve the highest possible standards in service. We appreciate that things can sometimes go wrong leading to a possible complaint. A client complaint offers us the opportunity to mitigate causes of dissatisfaction and to strengthen client relationships.

Below we have set out the various ways you can contact us should you wish to raise a complaint. We have also provided some guidance on our complaints handling process and a link to the Credit Suisse Complaints Handling Procedure should you require further information.

Speak to your Relationship Manager

If you have a complaint, we will do our best to resolve the issue as quickly as possible. You may wish to contact your Relationship Manager via telephone or email. If the complaint cannot be resolved in the first instance, it will be evaluated and, as appropriate, investigated under the supervision of Senior Management and the Legal and Compliance Department.

Send an email

You can also put your complaint in writing by email, you can send your complaint email to the email address below for the attention of the Complaints Team:

gg-privatebanking-uk@ubs.com

Send a letter

If you prefer to put your complaint in writing, you can send a letter to the address below for the attention of your Relationship Manager:

Credit Suisse (UK) Limited
part of UBS Group
5 Broadgate
London
EC2M 2QS
United Kingdom

What is the process?

When you contact us with a complaint, we will do our best to resolve the issue as quickly as possible. Where your complaint can be resolved quickly, we will conduct an investigation and send you a summary resolution document to confirm how the complaint has been reviewed and closed.

If your complaint is complex in nature an extensive investigation may be required. If this is the case, we will confirm that the complaint has been received, who your main point of contact is and begin our investigation. Throughout the investigatory process, we will keep you up-to-date with our progress.

After 8 weeks, if your complaint is not yet finalised, we will confirm the progress and explain why we may require further time to investigate. At this point we will also give you the details of the Financial Ombudsman Service - an independent public body whose job is to resolve individual disputes between consumers and businesses fairly, reasonably, quickly and informally. For further information please visit http://www.financial-ombudsman.org.uk.

Complaints Handling Procedure

Download our complaints handling procedures (PDF) for more information.pdf, 516 KB

Credit Suisse Administration Centre

PO Box 854, Newport NP20 9JQ