United Kingdom

For Citi UK Consumer Banking clients, please go to the UK Consumer Terms and Conditions section.

If you have a staff account, please go to the Staff Terms and Conditions section.

For International Personal Bank UK client, please go to the International Personal Bank UK section.

Terms & Conditions currently in effect

We wrote to you in 2024 to tell you about changes to your agreement with us in connection with the closure of our Consumer business in the UK. These changes were made to enable us to provide you with a limited service to ensure your investments continue to be safeguarded until the investments are sold, transferred or otherwise disposed of.

We retain the right to close your Account(s) on 60 days’ notice and to subsequently sell your investments where you have not instructed us to transfer them, in accordance with our terms.

The "Safeguarding Terms for Citibank N.A., Jersey Branch clients" amend our General Terms and Conditions – both these documents form part of our agreement with you and should be read together.

If we contacted you in May/June 2024 informing you that we are changing the terms of our agreement with you to enable us to provide you with a limited safeguarding only service from August 2024, copies of the important documents can be found below.

For our privacy statement please refer to the section entitled “Privacy Statement for UK and Jersey Customers”.

If we contacted you in October 2024 informing you that we are changing the terms of our agreement with you to enable us to provide you with a limited safeguarding only service from December 2024, copies of the important documents can be found below.

For our privacy statement please refer to the section entitled “Privacy Statement for UK and Jersey Customers”.

Terms & Conditions effective from 01^st September 2026

Feedback and complaints

Understanding what you want from us and your thoughts on our service is vital to us. We want to ensure we are continually providing the best service possible.

Within the following PDF’s, please find detailed information on our complaints policy and how to register a complaint.

Complaints process for Citibank N.A. Jersey Branch clients

Protecting your money

The deposit protection that applies to your account will depend on the legal vehicle your account is held with. This information is contained on your statement. Alternatively, you can contact us for further information.

Citibank N.A., Jersey Branch (for applicable Citi International Personal Bank clients)

Citibank N.A., Jersey is a participant in the Jersey Bank Depositors Compensation Scheme (the Scheme). The Scheme aims to provide protection for eligible depositors of up to £50,000. For further information about the Scheme and to understand your eligibility, please refer to the JRDCA website.

LAST UPDATED AND REISSUED: 2 DECEMBER 2025

This privacy notice explains how Citibank UK Limited and Citibank N.A. Jersey Branch (we), process personal information in the UK and Jersey under the brand names Citigold®, Citigold® Private Wealth, Citigold Private Client, Citibank International Personal Bank (IPB), or Citigold Wealth (the Consumer Brands).

1. Purpose of this Notice

This Privacy Notice applies to the collection, use, disclosure, storage and erasure or deletion (‘processing’) of personal data of:

Individuals who are or were clients of, or are a person associated with a corporate client of, Citibank UK Limited and/or Citibank N.A., Jersey Branch, operating under Consumer Brands;
Recipients, payers, payees and beneficiaries of our clients; and
Family members, signatories, and associated persons, and representatives of clients and former clients.

Each of these categories of individuals is addressed as ‘you’

We previously wrote to our clients about the closure of the Consumer Brands operating on Citibank UK Limited and Citibank N.A Jersey Branch. We no longer offer new products or services but if you have not closed your account with us, or we have closed your account but still hold your unclaimed balance, this Privacy Notice applies to personal information we hold about you.

This Privacy Notice replaces all Citi Privacy Notices and Privacy Statements relating to the UK and Jersey retail or consumer bank which existed before the effective date at the top of this document.

If you are a former client of CitiFinancial Europe Ltd, Future Mortgages Ltd (now known as Dukinfield Mortgages Ltd) or Egg Banking plc (now known as Canada Square Operations Limited) you can access the Closed and Divested Consumer Finance Products Privacy Statement for those products.

This privacy statement tells you how we use your personal data, informs you of your privacy and data protection rights, and of ways to exercise them.

2. Data Controllers and their contact details

Citibank UK Limited and Citibank N.A., Jersey Branch are the data controllers responsible for deciding how we hold and use information about you, and the means, disclosures and duration of processing is the Data Controller.

In the United Kingdom: Citibank UK Limited
In the Bailiwick of Jersey: Citibank N.A. (Jersey Branch) and Citibank UK Limited

You may contact them by post to the addresses indicated below:
Citibank UK Limited
P.O. Box 4012
Swindon SN4 4JZ
United Kingdom

Citibank N.A. (Jersey Branch)
P.O. Box 104
38 Esplanade
St. Helier, Jersey

You also have a right to complain: If you have any questions, requests or complaints in respect of how we hold and use your personal data, you may also contact Citi’s independent compliance officer (the GDPR Data Protection Officer) by Email at: GDPRDPO@citi.com

Or by post to:

GDPR Data Protection Officer
Citigroup
40 Bank Street, 9th Floor
London E14 5NR
United Kingdom

We will reply to a request by you to exercise your rights (described in section 10) as soon as reasonably possible, and no later than 30 days from their receipt. If we consider the response or requested action to be complex, we will inform you accordingly and extend our deadline for responding by up to 3 months from the date of receiving the request.

If you make a Complaint relating to how we use your personal data or in relation to an exercise of your rights described in section 10 we will acknowledge it within 30 days. We may share your complaint with our regulators.

If you feel that we have not handled your personal information safely, or you are dissatisfied with the answer to your complaint, you may contact:

In the UK: The Information Commissioner’s Office (ICO), Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF. Tel +44 1625 545 700, Web: https://www.ico.org.uk

In Jersey: The Jersey Office of the Information Commissioner at https://jerseyoic.org

In order to protect our client information, we may need to verify your identify before responding to a Data Subject Rights request. You may exercise your rights through an authorized agent. If we receive your request from an authorized agent, we may ask for evidence that you have provided such agent with a power of attorney or authority to exercise rights on your behalf.

3. What information we collect and sources of data

Information we collect Directly

We collect and process personal data that you have provided to us directly and information that we learn from our communications and dealings with you. This includes your name and previous names, pronoun(s), gender, date of birth, nationality or citizenship, residence or domicile, immigration status, title and job description, email address, home and/or business address, telephone numbers and payment routing information, (including for example account and branch identification numbers), and a copy of your government ID or passport, as required for KYC, AML and/or sanctions vetting purposes.

Information we collect indirectly

We frequently receive personal data indirectly from other clients, counterparties, correspondent banks, and intermediaries in any transaction (e.g., payer, payee, beneficiary).

We also gather information from public sources inside and outside the UK and Jersey, including credit or fraud checking agencies, international sanctions lists, reference agencies, websites, background checking providers and similar. The information we receive from credit reference agencies includes sensitive information contained in court judgements, in the electoral register and census information.

We are the data controllers of that data, and this privacy notice sets out how we hold, use and process that data.

4. Why does Citi process your personal information?

We may process your personal information for the reasons (‘lawful bases and purposes’) set out below:

Lawful basis	Purpose/Processing Activity
a) Where the processing is necessary for us to perform a contract (including surviving elements of a contract, after termination)	1. To provide banking products and services to you where you have or had a contract with us, and for closure of your account(s) under that contract. This includes processing instructions and generating confirmations, advises and statements and the carrying out of orders. 2. For payments processing, investments execution and reconciliation, and to allow another bank or third party access your personal or transaction data. 3. To update client demographics and manage complaints.
(b) Where we are required by applicable law	1. To disclose information to governmental entities or regulatory bodies, courts, financial markets, brokers or other banking intermediaries or counterparties and other parties to an agreement. 2. To conduct compliance activities such as auditing and reporting, assessing and managing risk, maintenance of account and tax records; and for the prevention and prosecution of fraud or other forms of crime, anti-money laundering (AML), debt recovery, or of measures relating to UK and the enforcement of international sanctions and counter-terrorism finance measures. 3. To conduct know -your-customer validation (identity checks and verifying addresses and contact details); review of politically exposed persons (screening client records against internal and external databases to establish connections to politically exposed persons or ‘PEPs’); screening (screening client’s details against published sanctions lists); to pair source of wealth with background checking and credit reference agencies. We may verify certain information about you with your employer, spouse or partner. These confidential references are exempted from disclosure. 4. For transaction reporting to financial regulators and for any other form of reporting required by law. 5. For compliance with duties under any applicable tax legislation and similar laws. 6. To record your voice in conversations with you that result or may result in transactions, and to retain your picture, record video footage in our branches and to keep samples of your signature or handwriting.
(c) Where necessary for our or a third party’s legitimate interests (as listed here)	1. To provide you with financial services and to communicate with you about these. 2. To close and settle any accounts, debts or products and services provided to you by Citi and your related persons. 3. To develop and maintain an up-to-date picture of you as a customer or former customer of Citi and to determine the level of support needed. 4. To review relationship details with a client or beneficiary to whom Citi owes a duty to account (such as a Citigroup wealth planner). 5. To manage and administer Citi’s business and to manage and improve relationships with you and our clients and assist with client management. 6. To monitor and analyze the prior use of Citi services, for risk assessment and control, statistical and trend analysis, for compliance with internal policies and system administration, operation, testing and support, and for the operation, control and management of information systems, and to manage our information technology and to ensure the security of our systems. 7. To help detect, prevent, investigate and prosecute fraud and other forms of financial crime. 8. To disclose information to, and comply with instructions of relevant governmental, tax or regulatory bodies, financial markets, brokers or other intermediaries, counterparties, courts, auditors or other third parties and to conduct compliance activities, in our, or someone else's interests, as relevant to with any cross-border transaction or instruction outside the UK and territories, and to make such disclosures (even to the detriment of the client or its beneficiaries) to regulators in respect of US persons, as required under applicable law. 9. To make applications for protective orders or directions to courts supervising Citi as Trustee or to establish, exercise or defend legal claims and in order to protect and enforce Citi’s rights, property, or safety, or to assist our clients or others to do this. 10. To investigate and respond to any complaints or any incidents about us or our business and to help maintain service quality and train staff, to deal with complaints and disputes. 11. When you or our client instruct(s) us to make a payment from an account at Citi to a third party’s account, in order to enable the third party to perform payment reconciliations, and for ourselves to keep a record of your transactions. Where we process your personal data to comply with laws and regulations, we sometimes do more than the minimum necessary, as we also have a legitimate interest in cooperating with financial regulators and authorities globally, complying with local and foreign laws (in particular dealing with detection, investigation and prevention of international financial crime), protecting our businesses and the integrity of the financial system.
(d) Where you consented to the processing of personal data	1. To carry out compliance activities using information about donations and political affiliation and public office, and criminal convictions and administrative sanctions. 2. Under your direction, to establish a relationship with a financial institution outside Citigroup, in which we may release all required personal data and execute payments and execute all secrecy waivers, and/or consents for the disclosure and processing as required and instructed by you. 3. Prior to making a distribution from the issuer of a security to shareholders, Citi may require that an interest holder provide authorization and consent. 4. To process protected characteristics of personal data including information on customers’ vulnerabilities or accessibility needs unless you are unable to provide your consent or the processing of your information relies on a legal exemption, for example where we process your data under a substantial public interest. You may withdraw or revoke your consent at any time. However, if we need your consent to process or carry out a service, we will not be able to perform it, and we will cease using your data for this purpose going forward, but may continue to process your data where we have other lawful grounds to do so, for example record keeping. Withdrawing or revoking your consent will not affect any processing of personal data that has already taken place.

Processing of Special Categories of Personal Data

Where required in the context of anti-money laundering, counter-terrorist financing or in the prevention, detection or prosecution of financial and other forms of crime, we will process sensitive or ‘special categories’ personal data including racial and ethnic origin, political or trade union affiliations, health and biometric information and/or criminal background. We will also process religious information where it is part of your name or title.

5. To whom does Citi disclose your personal information?

We disclose your personal information to the minimum extend necessary to operate our services, including.

a. To other Citi entities, including those set out in the table below:

Recipient/ Affiliate	Country	Type/Purpose of Disclosure
Citibank N.A.	United States	Group oversight and processing support
Citicorp Services India Pty Limited	India	Shared service operations Infrastructure Support
Citibank Europe plc	Ireland (Main office), Hesse, Germany, United Kingdom* and Poland*	Shared service operations
Citibank N.A. (London Branch)	United Kingdom*	Shared service operations and processing support, Legal Counsel, Independent Compliance and Audit

* Certain territories (marked with an asterisk) have formal Declarations of Adequacy from the European Commission and/or the Information Commissioner’s Office and the Jersey Data Protection Commissioner. Please see section 6 below for information on where we transfer your personal data.

b. to credit reference agencies with details of how you open and manage your Account to credit reference agencies (we do not use credit reference agencies in connection with applications for, or the management of savings products). An “association” between joint applicants and/or any individual identified as your financial partner will be created at credit reference agencies, which will link your financial records. You and anyone else with whom you have a financial link understand that each other’s information will be taken into account in all future applications by either or both of you. This linking will continue until one of you successfully files a “disassociation” at the credit reference agencies.

c. if false or inaccurate information is provided, or in case of a criminal or money laundering investigation, Citi and its affiliates may disclose your personal data to any government, judicial, regulatory authority or any crime-prevention body of which a Citi is a member or is subject to that body’s jurisdiction or rules.

d. we and other organizations access and use information about you, and anyone linked to you,

to prevent economic crime (including fraud and money laundering) and to share economic crime information with law enforcement agencies.
to freeze and repatriate assets and frozen funds following unauthorized or fraudulent use.
for credit assessment and account management, tracing and debt recovery, identity verification and statistical analysis and systems testing.

e. we also disclose your information:

to our insurers, sub-contractors, and persons acting as our agents who have agreed to keep your information strictly confidential.
to linked suppliers to the extent that they need your information to provide your additional contracted benefits or services.
to any bank, financial institution or company to whom we may assign or transfer our rights and/or duties under our Agreement.
where we are required or permitted to do so by applicable law, including to public authorities.

f. for the management of business risk and for compliance with laws, risk criteria, procedures, and policies, with the responsible Citigroup chief trust officer, senior risk officer, compliance officer, legal officer, tax officer, anti-money laundering officer, fraud officer, audit officer, data protection officer, control officer, Citi leadership team, and Citi managers.

g. at the request of any counterparty bank, payment infrastructure provider, custodian, sub-custodian, fund houses, fund administrators or issuers of securities in relation to any payment or investment or business process and to service your account and investment as per the provisions of any specific product or service agreement relevant to such investment or service.

h. with management and internal and external tax, professional and legal advisors or consultants, as required, in order to establish, exercise or defend or to protect legal claims, including in relation to our contracts with our clients and in order to protect the rights, property, or safety of us, our business, any Citi Companies, our clients or third parties involved in, or contemplating, legal proceedings.

i. to any competent regulatory, prosecuting, tax or governmental authority, courts or other tribunals in any jurisdiction: (i) for or in connection with an examination of us by bank or other examiners; (ii) pursuant to subpoena or other legal process; (iii) at the express direction of any other authorized government agency; (iv) to our internal or external attorneys or auditors; (v) to others to whom we are required to make such disclosure by applicable law.

i. to third parties in connection with a change of ownership in Citi or any of its assets.

6. Where does Citi transfer your personal information?

We may transfer your personal data between the UK and Jersey, and between these jurisdictions and the EU/EEA, and where we do so we rely on reciprocal recognition or ‘Adequacy’ decisions. This means the country we transfer your data to has a similar level of protection to the UK and/or Jersey.

Where we transfer data for storage, or grant access for processing outside the UK and the EU/EEA, to countries that do not have an “Adequacy” decision as described above, we put in place standard contractual clauses (SCCs) in the form set out in the European Commission Implementing Decision (EU)2021/914 with an UK Addendum, or rely on other valid data transfer mechanisms. These ensure you personal data has a similar level of protection to the UK and /or Jersey. We also conduct data transfer impact assessments and implement specific measures to cover any gaps the impact assessment they may highlight.

7. Where does Citi store your personal information?

Your personal data is stored at Citibank UK Limited and Citibank N.A. (Jersey Branch) in the United Kingdom and Jersey, respectively, and your account data and transactions are stored digitally at our regional data centres in the UK and the European Union (Frankfurt).

We archive and back-up your personal and financial electronic records within the UK and the EU, within secured IT virtual servers or private cloud networks, and keep paper records with a third party in the UK called IronMountain. Please note that only us, and the bank or financial institution that has acquired any divested business, and our respective financial regulators, have a legal right to access or audit personal or financial data.

Due to the nature of IT systems, our data processors store transient copies when they retrieve stored electronic records. These are subsequently deleted after customer data is processed and they do not retain copies of your information.

8. For how long does Citi store your personal information?

Where we process personal data in connection with an account or product you have with us. or where we have closed your account and we still hold your unclaimed balance, we keep your personal data for as long as is legally required in order to fulfil our agreement with you, or to return your unclaimed balance to you, and for up to 15 years following the date you close your account with us or claim your unclaimed balance.

Where we process personal data in connection with a legal obligation (for example for AML purposes) such personal data will be kept for as long as is required under that applicable law. A copy of telephone recordings or electronic communications that result (or may result) in a transaction will also be available to you from the date of that communication for the duration of the legal retention period.

Where we process personal data solely with your consent, we process the personal data until you ask us to stop.

9. What automated decision making does Citi carry out?

We do not carry out automated decision-making or profiling using your personal data that may result in legal, or substantially similar effects without human intervention.

Please note that we may use artificial intelligence tools to locate, classify and dispose of information that has reached the end of its retention period. Our use of artificial intelligence is always monitored and no decision-making in respect of consumer accounts is delegated to any AI system.

10. Your Rights in relation to personal information

10.1 You can ask us to: (a) provide you with a copy of your personal data; (b) correct errors or mistakes in your personal data; (c) erase or delete your personal data; (d) transfer your personal data to other organizations; and (e) restrict processing of your data.

10.2 You can also object to processing of your personal data where we process under the basis of legitimate interests, unless we have an overriding public interest or a legal obligation to fulfil.

10.3 These rights are limited by law, in particular as this privacy notice relates to the processing of historical data certain rights relating deletion or transfer to a designated person may be impossible or involve a disproportionate effort. Citi does not use or share any data relating to closed retail products for marketing purposes.

10.3 If you wish to exercise your individual data rights, or if you have any queries about your personal information, please contact Citibank UK Limited or Citibank N.A. (Jersey Branch) using the contact details provided in Section 2 of this Privacy Notice.

10.4 If you believe your personal data was mishandled, or you have concerns regarding access to, or use of your information, you may contact our independent Data Protection Officer. Under the UK (Digital Use and Access) Act 2025, you have the right to raise a formal complaint.

Complaints may be submitted via email to GDPRDPO@citi.com

or by post to:
GDPR Data Protection Officer
Citigroup
40 Bank Street, 9th Floor.
London, E14 5NR
United Kingdom

10.4 Data Protection Authorities

EU/EEA Residents may also complain to the Data Protection Commissioner in Ireland (Citigroup’s EU Lead Supervisory Authority) at www.dataprotection.ie or the data protection authorities of the EU/EEA Member State where they reside.

UK residents can contact the Information Commissioners Office (https://www.ico.org.uk)

Jersey residents can contact the office of the Jersey Data Protection Commissioner (http://jerseyoic.org)

Switzerland residents can contact the Federal Data Protection Commissioner (FDPIC) https://www.edoeb.admin.ch

Monaco residents may contact the Personal Data Protection Authority (http://en.gouc.mc)

11. Cookies and Online Identifiers

For information about Cookies and Online Identifiers, please refer to the Cookie Preferences section on our global Citigroup website. Citibank UK Limited and Citibank N.A. (Jersey Branch) does not have separate websites.

12. Updates to this Privacy Notice

If we modify this Privacy Notice at any time, we will place the modified versions on our Citigroup website at https://www.citigroup.com/global/about-us/global-presence/united-kingdom. Where such changes are substantial, we may contact you informing you of any substantial changes.

13. The EU General Data Protection Regulation and the California Consumer Privacy Act

13.1 In this Privacy Statement any references to applicable data protection laws mean, in particular the General Data Protection Regulation (EU) 2016/679 as it forms part of ‘retained EU law’ (UK GDPR), the UK Data Protection Act 2018, and the Digital (Use and Access) Act 2025.

13.2 If you were, or have become, a resident of the State of California, you have certain rights with respect to your Personal Information under the California Privacy Rights Act ("CCPA") as of January 1, 2023. To exercise your rights under the CCPA, please submit a request to us at the Citi Privacy Hub or Calling +1-833-981-0270 (TTY: 711). We will need to verify your identity before honoring your California Privacy Rights request. Subject to certain limitations, we will provide our response within 45 calendar days of your request, unless we seek an extension of time as permitted by the CPRA

Sending Money FAQs

Sending money is one of our highest risk transactions, and as such, require specific security measures that help protect our customers and the bank. The following section will provide more detailed information on the process and on the most effective way for our customers to effect a funds transfer.

What information do I need to provide to send money within or outside the UK?

Amount and Currency of the Transfer.
Beneficiary Bank name & Country, Address, BIC/SWIFT Code.
Cover Bank: Citi will try and locate this for you. However, if you have the cover bank details and provide your preference, the payment will be processed accordingly.
Beneficiary Name and Account Number.
Reference for the transfer.
Reason for the transfer.
Your a/c number to be debited for the transfer and the fees.

How long does it take for my money to reach beneficiary in case of sending my money outside
the UK?

As a general guideline, sending money outside the UK may take five to six working days to be credited to the beneficiary account. Citi cannot guarantee the exact time taken as this depends on the local and intermediary bank systems.

Why is the amount, which reaches the beneficiary sometimes less than the amount sent?

This could happen due to the following reasons:

The cover bank used to process the transfer might have charged a fee to process the transfer.
The beneficiary bank might charge a fee to credit the funds received into the beneficiary’s account.

Signing your Citi documents electronically with DocuSign.

E-Signature technology lets you access, review and sign Citi documents remotely and securely. It’s free of charge, there’s no paper to print or post, and it can be done from anywhere in the world from your computer, tablet or smartphone.

DocuSign

Our partner DocuSign is a world leader in ‘Digital Transaction Management (DTM)’ technology. DTM is a category of cloud services designed to digitally manage document-based transactions. It’s also quick and intuitive to use, whilst making your documents available for secure download whenever you need them.

DocuSign can be used for a range of customer service and wealth management transactions. At present it can be used for W-8 Ben / W9 / Automatic
Exchange of Information Tax Form submissions, disputing a transaction.

Quick Guide to using DocuSign

How to make a complaint

Citi is committed to communicating openly and honestly with all our clients. This includes making it easier for you to share the parts of your Citi experience that did not meet your expectations. We aim to achieve high standards in the service we provide and we want you to be completely satisfied with your relationship with us.

If you would like to make a complaint about a Citi product and/or service please follow the steps below to help us resolve your complaint. This feedback is valuable to us to improve the services we offer you.

How to contact us

You can get in touch with us via email at citiukconsumerinstructions@citi.com. Please note, we’ll get back to you within 5 business days.

What happens next?

We will acknowledge your complaint promptly, but no later than five business days from the date we have received your complaint.
We will aim to resolve your complaint as quickly as possible and in line with the following regulatory time limits:
- For a payment related complaint, we will aim to issue you with a final response within 15 calendar days. In exceptional circumstances, where we cannot issue you with a final response within 15 calendar days, we may extend this period to 35 calendar days and we will contact you to explain where this may be the case.
- For a non-payment related complaint, we will aim to issue you with a final response within 56 calendar days.
- Where your complaint is part payment related and part non-payment related, whilst we will look to deal with all aspects of your complaint together, we will issue you a final response in accordance with the time-frames outlined above.
The final response letter will tell you whether or not we have upheld your complaint, the details of any redress we propose to offer you and the reasoning behind our decision.
If you are unhappy with our final response, or if we have been unable to provide you with one within the regulatory time limits stated above, you may seek the assistance of the relevant Ombudsman service:
- For Citi UK clients the relevant Ombudsman is the UK Financial Ombudsman Service.
- Please note, the UK Financial Ombudsman Service has certain limitations, including eligible clients, financial products and service types, and financial caps on amounts it may award. Further information and any assessment of eligibility is available at: https://www.financial-ombudsman.org.uk/consumers
- You must contact the Ombudsman about your complaint within 6 months of the date of our final response letter. If you contact the Ombudsman at a later date, it may not be able to review your complaint. You must also contact the Ombudsman within 6 years of the event complained about or (if later) 3 years of when you could reasonably have been expected to become aware that you had a reason to complain.

Contact details for the UK Ombudsman are:

The Financial Ombudsman Service
Exchange Tower
London E14 9SR
United Kingdom
Tel: +44 207 964 1000
Email: complaint.info@financial-ombudsman.org.uk

If you are an IPB client, what happens next?

We will acknowledge your complaint promptly, but no later than five business days from the date we have received your complaint.

We will aim to resolve your complaint as quickly as possible and in line with the following regulatory time limits:
- For a payment related complaint, we will aim to issue you with a final response within 15 calendar days. In exceptional circumstances, where we cannot issue you with a final response within 15 calendar days, we may extend this period to 35 calendar days and we will contact you to explain where this may be the case.
- For a non-payment related complaint, we will aim to issue you with a final response within 56 calendar days.
- Where your complaint is part payment related and part non-payment related, whilst we will look to deal with all aspects of your complaint together, we will issue you a final response in accordance with the time-frames outlined above.
The final response letter will tell you whether or not we have upheld your complaint, the details of any redress we propose to offer you and the reasoning behind our decision.
If you are unhappy with our final response, or if we have been unable to provide you with one within the regulatory time limits stated above, you may seek the assistance of the UK Ombudsman service:
- You must contact the Ombudsman about your complaint within 6 months of the date of our final response letter. If you contact the Ombudsman at a later date, it may not be able to review your complaint. You must also contact the Ombudsman within 6 years of the event complained about or (if later) 3 years of when you could reasonably have been expected to become aware that you had a reason to complain.

Contact details for the UK Ombudsman are:

The Financial Ombudsman Service
Exchange Tower
London E14 9SR
United Kingdom
Tel: +44 207 964 1000
Email: complaint.info@financial-ombudsman.org.uk

If you are a Jersey IPB client, what happens next?

We will acknowledge your complaint promptly, but no later than five business days from the date we have received your complaint.

We will aim to resolve your complaint as quickly as possible and in line with the following regulatory time limits:
- We will aim to issue you with a final response within eight weeks.
- The final response letter will tell you whether or not we have upheld your complaint, the details of any redress we propose to offer you and the reasoning behind our decision.
- If you are unhappy with our final response, or if we have been unable to provide you with one within the regulatory time limits stated above, you may seek the assistance of the Channel Islands Financial Ombudsman (CIFO) service.
- Referrals to CIFO must be done within six months of us sending you our final response regarding your complaint. You must also contact CIFO within 6 years of the event complained about or (if later) 2 years of when you could reasonably have been expected to become aware that you had a reason to complain.

Contact details for Channel Islands Financial Ombudsman (CIFO) are:

Channel Islands Financial Ombudsman (CIFO)

P O Box 114
Jersey, Channel Islands
JE4 9QG
Website: https://www.ci-fo.org/
Jersey local phone: 01534 669800
Guernsey local phone: 01481 722218
Email: enquiries@ci-fo.org

We are here to help

At Citi, it is important to us that all our clients have the same experience and fair treatment irrespective of their needs and abilities.

We understand that many of us will experience financial or personal difficulties at some point in our lives and we would like to help where we can.

You may find the information below useful in understanding the kind of circumstances that we believe may result in you needing additional assistance and the support options available.

If you want to further discuss the support options available at Citi, please contact us (see contact us section for more information).

Health

Illness, injury or disability can impact people in many ways, some of which may make it more difficult to manage your finances.

We believe that being financially prepared, can help minimise the negative financial impacts that can be caused during times of illness or injury.

Accessibility support

Below you can find details of accessibility support which we already have in place. We would be happy to discuss any additional support you feel you may need.

Learn more.

Life events

We are all likely to experience times in our lives where our circumstances are more difficult to deal with and we may need extra help.

There may be many events that result in financial stresses but we are aware that bereavement, relationship breakdown, income loss, domestic abuse (including economic control) and caring responsibilities are particularly challenging.

Please let us know if you think you would benefit from additional support as a result of a life event.

Learn more.

Resilience

Everyone experiences life differently and some people may find it easier to cope with day-to-day challenges than others.

It can be particularly difficult to manage your finances if you have limited savings and/or are struggling with debt, similarly regular payments may be challenging for those with uneven income payments or who have an income that is currently lower than their outgoings.

If you think we could provide support to help you through a difficult time, please contact us (see contact us section for more information).

Learn more.

Confidence

Your life experience may have led to lower levels of confidence when dealing with your finances.

For some people, this may be the result of learning difficulties but for others it may simply be because you are new to managing your finances and have yet to develop the skills that would make this easier.

If we can help with providing any additional support or guidance that you might find useful, please do not hesitate to let us know.

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