Complaints

We work hard to make our services smooth and responsive for you. However, if you are not satisfied about something please let us know as soon as possible.

Complaints Process

If you have a complaint, let us know

At ICICI Bank UK, Germany Branch 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 aim to resolve your complaint 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 complaint will be resolved within 8 weeks, 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 8 weeks of the original complaint you have the right to take your complaint to the Financial Ombudsman Service.

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 (What constitutes ‘exceptional circumstances’ will be determined on a case by case basis) 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 Financial Ombudsman Service

How can you register your complaint:

Blocked Account:

Call our Customer Service Centre on India : +91 40 7140 3336 or Germany : +49 6196 9239537 to inform us of your concerns

Email us at: blockedaccount@icicibank.com

Money2India Europe:

Call our customer service center on India: +91 40 7140 3336 or Germany: 00 800 4433 2332

Email us at: europe@icicibank.com

Corporate Banking:

Email us at: corporate.germany@icicibank.com

Tagesgeld and Festegld:

Email us at: kundenservice@icicibank.com

Write to us at:
ICICI Bank UK PLC, Germany Branch
Customer Relations,
Frankfurter Strasse 27,
65760 Eschborn, Germany

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
• 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