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Treating Customers Fairly 


At Harrods Bank Limited (HBL), we put our customers first and promise to be fair in all our interactions with you. Our commitment to treating customers fairly means:

At Harrods Bank Limited we put our customers at the heart of what we do at all times

We are committed to offering our customers the products best suited to each individual’s needs. When we offer advice we will make sure that it is suitable for your circumstances. We will make clear interest charges, fees or product risks, and will ensure that Terms & Conditions are clear

We will advise you of changes to your Harrods Bank products or services in a timely manner, allowing you time to transfer products or services if necessary

The achievement of positive customer outcomes is an important determination of reward and remuneration for Bank Directors and Employees – and something we actively track to ensure that all our products are achieving positive results for our customers

We provide clear and accurate information regarding our products and services. We strive to always communicate openly, in an understandable manner, avoiding jargon

We welcome your feedback and comments. If you wish to complain we will endeavour to address complaints quickly and fairly

We conduct regular monitoring to check that we are complying with our policy on treating customers fairly and are achieving positive outcomes for our customers – for example, customer complaints and their subsequent handling are monitored and strict standards are enforced

Third parties will only be contracted to interact with our customers on behalf of the Bank if they meet the same standards with regard to Treating Customers Fairly as the Bank

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