Women in Banking and Finance views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for our individual or corporate member that has made the complaint.

Our policy is:

  • To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
  • To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint
  • To make sure everyone at Women in Banking and Finance knows what to do if a complaint is received
  • To make sure all complaints are investigated fairly and in a timely way
  • To make sure that complaints are, wherever possible, resolved and that relationships are repaired
  • To gather information which helps us to improve what we do

Definition of a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Women in Banking and Finance

Where Complaints Come From

Complaints may come from any person or organisation who has a legitimate interest in Women in Banking and Finance.

A complaint can be received verbally, by email or in writing.

This policy does not cover complaints from Board members or staff, who should use Women in Banking and Finance’s Discipline and Grievance policies.


Overall responsibility for this policy and its implementation lies with the Executive Board of Women in Banking and Finance.


This policy is reviewed regularly and updated as required.

Adopted on: 19/06/2016

Last reviewed: 19/06/2016

Publicised Contact Details for Complaints:

Written complaints may be sent to Women in Banking and Finance at 80-83 Long Lane, London EC1A 9ET or by e-mail at operations@wibf.org.uk.

Verbal complaints may be made in person to any of Women in Banking and Finance’s operations team, Executive Board, regional Branch Presidents or regional Board members at any of our events or activities