Formal Escalation: Unacceptable Service – Private Banking

Good morning,

I am formally escalating my ongoing service issue, which remains unresolved despite multiple attempts to obtain assistance.

I initially requested support regarding a solar loan. This was not followed through, and communication has been consistently poor, requiring me to repeatedly chase responses. This is unacceptable, particularly as a Private Banking client paying premium fees for a dedicated service.

I escalated the matter to a senior contact, only to have it stall again due to a lack of proper handover during their leave. At no point has ownership of this matter been taken, and I have effectively been left without support.

To be clear, my request is straightforward: I require assistance with either extending my existing home loan or accessing additional funds for property renovations. There is no justification for the delays, lack of communication, and overall poor service I have experienced.

This situation reflects a serious breakdown in client service, accountability, and internal coordination. I expect:

Immediate ownership of this matter by a competent representative Clear timelines and regular updates A resolution without further delay

If this is not addressed urgently, I will have no option but to escalate this matter further through formal complaint channels.

I expect a prompt response outlining the next steps.

Kind regards, Dinesh Debidin