Submitting a complaint

At RCB Bank, we care about our clients and aim to maintain high standards of customer service. We are always monitoring our own performance and looking for ways to improve client satisfaction.

Even with the best of our intentions we acknowledge that our clients may not be fully satisfied with the services provided.

We encourage our clients to inform us of any complaint they may have and share their feedback/suggestions so that we have the opportunity to promptly investigate and aim to resolve promptly.

Your views are important to us and your feedback is key to improving the products and services we offer.

If you are not fully satisfied with any aspect of our service or products, please contact us as follows:

Contact your relationship manager or RCB Telephone Banking.

 

If you are an existing customer and use RCB Online Banking service, the quickest way is to complete a “Compose a message to the Bank” form to send us an email once you have logged on.

  • By e-mail at feedback@rcbcy.com;
  • By mail at 2 Amathountos Street, PO Box 56868, 3310 Limassol, Cyprus;
  • By fax at +357 25 342192.

 

In order to resolve your complaint, it is important that you give us as much information as possible. When you contact us, please provide us with the following:

  • Your name and surname;
  • A description of your complaint/enquiry;
  • Supporting documents, if any;
  • Contact details - your telephone number or other preferred method of contact. If you wish to be called only at certain hours, please let us know.

Once we receive this information, we will investigate your complaint/suggestion and endeavor towards a resolution. Your relationship manager will inform you of the assessment progress and outcome within 15 business days.

Not satisfied with the outcome of a complaint?

If you are an individual, or a legal entity, trust or charitable entity that can be categorised as a consumer under the legislation governing the creation and operation of an Alternative Dispute Resolution framework in Cyprus (Financial Ombudsman), you are entitled to escalate a complaint to the Financial Ombudsman if the solution or action taken/provided by the Bank is not to your satisfaction.

A complaint to the Financial Ombudsman should be filed within 3 months from the receipt of the response from the Bank if you are not satisfied with the resolution or if you have not received a response.

The Financial Ombudsman can be contacted at:

  • Address: 15 Kypranoros, 1061 Nicosia
  • P.O. Box:  26722, 1647 Nicosia / 25735 , 1311 Nicosia     
  • Phone: +357 22848900
  • Facsimile (fax) to +357 22-660584 or to +357 22-660118

Financial Ombudsman Online Complaint Form