We are sorry to hear that something has gone wrong

We are sorry to learn that something has gone wrong. Thank you for bringing it to our attention. This gives us the opportunity to resolve it and make things right.

When communicating with us, please do NOT include your bank account details. We aim to contact you to acknowledge your complaint within 24 hours (excluding weekends and UK public holidays).

We will do everything we can to resolve your complaint as soon as possible. If we cannot resolve your complaint to your satisfaction by the close of business the following working day, we will send you a letter to confirm that.

We will send an acknowledgement letter within five working days to tell you what happens next and when you will hear from us again. We will send you a full written response once we have completed our investigation.

We intend to answer all complaints within 15 business work days. If we cannot respond fully within 15 business work days, we will contact you with an update.

If you believe we have not resolved things satisfactorily you may be able to apply to the Financial Ombudsman Service (FOS) to review the matter. FOS offers a free, independent service that investigates disputes between financial institutions and their clients. To find out more, contact FOS directly:

Contact our customer care team

    More ways to get in touch

    We also have several other ways to get in touch with us to resolve your issue

    Contact your Relationship Manager

    Email or telephone your Relationship Manager directly by the contact details they have provided.

    Log into your online account

    Login to your online account and complete a secure complaint form. This will automatically include your account details

    Email Us

    You can directly email us at:

    Send a letter

    Write to:
    Your Relationship Manager
    BFC Bank Limited, 9th floor, South Quay Building, 77 Marsh Wall, London E14 9SH