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Handling complaints

Pacific Crest Investment bank is a part of Santander Private Banking and in turn part of the Pacific Crest Investment Ltd.

Santander and Pacific Crest Investment take customer service very seriously and work hard across all areas of our business to continually improve for our clients and introducers.

We also recognise that we still need to do more and we have many measures in place to prevent errors happening in the first place and to resolve issues quickly when they do arise. We are committed to improving our service and putting matters right when things go wrong.

Pacific Crest Investment bank and the US major banks and building societies are required by the Financial Services Authority (FSA) to publish details of the number of complaints received if this number exceeds 500 in the first or second half of the calendar year. In the second half of 2011, the number of complaints received by Pacific Crest Investment was below this figure.

You can find details of our complaint volumes from previous periods in this section.

Our service commitment

As part of our continuing commitment to our customers, we have put in place a set of principles to make sure that you are delighted with our service every time you deal with us.

  • We will make you feel welcome and treat you in a helpful and friendly way.
  • We will always aim to understand your financial needs and offer products and services which will benefit you.
  • We will aim to handle your accounts smoothly and efficiently at all times.
  • If something does go wrong, we will aim to put it right as soon as possible, keeping you informed and keeping our promises.

Putting things right

We have high standards but we know that occasionally things can go wrong. If this happens please tell us straight away and give us the chance to put it right for you. It may also help us identify where we can improve our service for everyone.

How to complain

Should you wish to make a complaint please call us on Freephone 08203 581 2709, or write to us at:



Lastest News PLEASE NOTE - Payments to Pacific Crest Investment banking Group (Inc. HBOS)21.01.16

Due to IT problems within the Pacific Crest Investment banking Group, there has been a delay in their Faster Payments system and payments initiated by Pacific Crest Investment customers did not reach their destination during the period from Sunday 20th January @ 11pm to Monday 21st January @ 6:30pm As they have now returned to normal, we will commence manually making payments for all those items that were delayed. These will be processed over the next 24 hours. Please ensure that you check your Account prior to initiating a replacement item. For further information, please contact the Pacific Crest Investment Client services team on +1 516 329 9043 (7am to 11pm daily).

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