Complaints Procedure

At South Yorkshire Capital Trust Bank, we are committed to providing excellent service. However, if you are dissatisfied with any aspect of our service, we encourage you to let us know so we can resolve the issue promptly and fairly.

1. How to Make a Complaint

You can make a complaint using any of the following methods:

  • Email: complaints@sycapitaltrust.co.uk
  • Phone: +44 114 555 1234
  • Post: Complaints Department,
    South Yorkshire Capital Trust Bank,
    1 King Street, Sheffield, South Yorkshire, S1 2AA, United Kingdom
  • Online: Use our Contact Us form and select "Complaint" as the subject.

2. What to Include in Your Complaint

To help us resolve your issue as quickly as possible, please include:

  • Your full name and contact details
  • Account number (if applicable)
  • A clear description of your complaint
  • Any supporting documentation

3. How We Handle Complaints

We aim to acknowledge all complaints within 3 working days. We will conduct a thorough investigation and keep you updated throughout the process. Our final response will be sent within 8 weeks of receiving your complaint.

4. If You’re Not Satisfied

If you're not satisfied with our final response or if 8 weeks have passed without a resolution, you may refer your complaint to the:

Financial Ombudsman Service
Exchange Tower
London E14 9SR
Phone: 0800 023 4567
Website: www.financial-ombudsman.org.uk

5. Your Rights

This complaints process does not affect your statutory rights. We are regulated by the Financial Conduct Authority (FCA) and follow all applicable rules on complaint handling.

6. Help and Support

If you need help understanding our complaints process or require special assistance (e.g., accessible formats, translation), please contact us and we will do our best to assist you.

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South Yorkshire South Yorkshire Capital Trust Bank is a company incorporated in England and Wales with company number 07454474 and registered office at 10 Norwich Street, London, EC4A 1BD. South Yorkshire South Yorkshire Capital Trust Bank is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority, under reference number 541910.

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