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Complaints Process

If you have a complaint, let us know.

If you have a complaint, let us know. At ICICI Bank Germany, we strive to make services smooth, streamlined and responsive, and our products customer focused. However, there might be an occasion where you may be unhappy with the service you have received. You can tell us about this through a complaint.

We will send you an acknowledgement to let you know we have registered your complaint. We will do our best to resolve your complaint as soon as possible, however, there may be occasions where it may take longer. If we do need more time, we will contact you to let you know. At latest, your complaint will be resolved within a period of one month, and we will send you a final response letter which will detail our findings of our investigation. If necessary, the complaints team can extend this period by a further month. The Bank’s comments are to be passed on to you. Unless the Bank provides redress in respect to the complaint, you shall be advised that you may respond to the Bank’s comments within a period of one month after receipt of these. In the unlikely event that you remain unhappy with our response, or we have not sent you a final response within 2 months of the original complaint you have the right to take your complaint to the Ombudsmann der Privaten Banken – Ombudsman Scheme of the Private Commercial Banks.

Complaints within scope of The Revised Payments Services Directive (PSD2)

We will aim to resolve your complaint which fall within the scope of PSD2 within 3 Business Days, however, there may be occasions where it may take longer.

If this happens, we will do our best to resolve your complaints as soon as possible. If we do need more time, we will contact you to let you know. At latest, your payment service related complaints will be resolved within 15 Business Days extending to 35 Business Days in exceptional circumstances beyond our control and we will send you a final response letter which will detail our findings of our investigation.

In the unlikely event that you remain unhappy with our response, or we have not sent you a final response within 35 Business Days or holding response has not been sent within 15 Business Days of the original complaint, you have the right to refer your complaint to the Ombudsmann der Privaten Banken or the Regulator BAFIN.

How to complain

    • Walk in to your nearest ICICI Bank branch and speak to a member of staff
    • Call our Customer Service Centre
    • When you contact us please tell us:
      • For M2I- Europe Call our customer service centre on +44 - 203 478 5319 to inform us of your concerns.
      • Savings Customers Call our customer service centre on 0800 00 42 424
      • Email us at: europe@icicibank.com
      • Write to us at:
        ICICI Bank UK PLC,
        Postfach 21 75
        26414 Schortens,

We will then arrange for the right person within the Bank to investigate and respond to your concerns.

When you contact us please tell us:

      • Your name and account number
      • The reason for your complaint
      • The product, if applicable, that your complaint refers to
      • The name of the person/s that you dealt with
      • A suggestion of what you would like the bank to do
      • Your address and if you are happy to discuss the issue on the telephone, your day-time number
      • When writing to us it would be helpful if you could submit copies of any documentation relevant to your complaint

 

Ombudsmann der Privaten Banken

In the unlikely event that you remain unhappy with our response, or we have not sent you a final response within 2 months of the original complaint, you have the right to take your complaint to the Financial Ombudsman Service. If you would like the Financial Ombudsman service to look into your complaint, you must contact them within six months of the date of the final response.



You can find out more about the Financial Ombudsman Service by asking for the FOS leaflet at any ICICI Bank Germany branch or you can write to:

Write to us at:
Ombudsmann der Privaten Banken
Geschäftsstelle
Postfach 04 03 07
10062 Berlin
Contact number: +49 30 1663-3166



Website: http://www.bankenombudsmann.de

Email: ombudsmann@bdb.de

Online Dispute Resolution (ODR)

If you remain unhappy with our response to a complaint about a product or service purchased online, you have the option to use the European Commission’s Online Dispute Resolution (ODR) platform. You would need the following email address to use this service: europe@icicibank.com and you can access the platform using the following link -the ODR platform. The ODR platform will ultimately share your complaint to the Ombudsmann der Privaten Banken. Therefore, you may wish to refer your complaint directly to Ombudsmann der Privaten Banken.