Absolutely shocking bank. We have been unable to connect with their complaints service. No-one reads or replies to our emails. We have had no choice but to report them to the banking ombudsman. I am appalled they are allowed to continue offering retail banking services.

Absolutely dreadful - customer service is poor, a simple swift bank transfer takes nearly a month and still no-one has a clue - the control processes at the bank are terrible - complaints aren’t taken seriously, RMs don’t bother responding to emails or calls. This bank shouldn’t be allowed to operate in the UK - by far the worst bank. Should be a zero star option.

The worst reception service that I have ever encounter throughout world-class bank from Europe to Asia. As I have an international CitiGold account, not to say how much money I have in there, and I'n new to UK, the following is our conversation: "Excuse me, may I know where is the CitiBank building?" "Oh (sarcastic smile), this is it." "Thanks, I would like to open a bank account --' "Oh, we don't do any bank account opening for non-premier persons." "Oh, really?' "Yes. (sarcastically) YOU better do some research before you come" (haha if I have studied your bank rules thoroughly whats the point of you existing at the reception?) "Actually I have a Citigold account" "(attitude trying to change but acting skills too bad) Oh if you are a member you should go to blahblahblahblah" and he did kindly show me the way. Next stage. My father is an 80+ old man, he politely asked the reception lady at the Citigold building whether they could give him a cheque book (well honestly AＬＯＴof banks HAVE cheque books still, not to say its a 80+ yearold client) the lady smiles SARCASTICALLY "ha, cheque book is the old fashioned thing, our bank hasnt issued any since 4 years ago." that's the way they talk to old people. they are so proud of the service they DO NOT have :) and then, they asked me to do everything online and that they do not advice anything there or give any information here. (Again, that makes me question about a PREMIER bank reception's existential purpose) I FOLLOW THEIR INSTRUCTIONS and call the online CitiCentre and Citihelp or Citi-WHATSOEVERYOU WANNA NAME department and turns out when I'm explaining that I could not use my card (PIN wrong but I could use the same PIN other european and asian places) and I need advice what to do and THEY CUT MY LINE IN THE MIDDLE OF MY SENTENCE. FOR 4 TIMES. FOR 4 TIMES. FOR 4 TIMES. I called 4 times to the service centre, 4 different Citi-workers CUT MY LINE. So, CitiBank UK, I'm done with you, we are taking away ALL OUR INVESTMENT and ALL OUR SAVINGS from your bank, not a single penny left. :) PLUS will continue to advertise your special way of treating clients throughout the world. THanks for giving me and my family such a special experience here in London :)

If only you could give less than one star. Customer service is shockingly bad, the staff are ignorant of the basics of banking, the technology set up is poor. Like too many banks, they are only interested in the super rich.

Great view from our floor, but other than that everything else was poor (e.g. facilities, WiFi, phone signal, meeting room numbers, etc...)

If i could i would just give zero star. What a joke, we visited the bank personally and they still refuse to release fund. Keep saying the account were locked but cannot provide any reason, it just locked. 2 weeks ago we request the withdrawal, last friday told us it will be done on friday, Monday we visited the branch personally and told it will be done on Monday, Today is Tuesday we were told that it will be done today. What a joke

Some of the worst customer experience I have ever witnessed in my life. For whatever reason there is an issue with one time password- this means I can't make any transfer or payment. Flagged over 1 week ago and they still have not resolved.

As of Sep 2023 Citibank UK is now part of the Current Account Switch Service, great news for those wanting to leave this appalling excuse for a bank. I was very anxious to close my Citi current account ever since I'd read that Citigroup plans to shut down its retail bank in the UK. The news made sense since their customer service had become so appallingly useless and slow, sometimes taking weeks to respond to an email, their offshore support team was the worst I'd ever encountered, rendering the bank virtually unusable. So get your money out of Citibank NOW is my advise, it's very easy now with Current Account Switch Service, and find a better bank. But frankly, any bank is better than this lot. I'm out of Citi now and good riddance to them.

Has to be the worst bank on the planet with the worst customer service. They've been sending emails and letters that the retail banking will close on Sep 20 and my account will be inoperable. I've been asking them to fix a name change on my account which they bungled and my account won't switch !! For 2 weeks I've been calling everyday to get them to correct the name and have sent multiple proof of ID but nothing is happening. UK regulators should shut this bank down !!!

Shocking service. Am English and have a US account. Trying to reach someone able to deal with non US clients, has been a nightmare. Now waiting over a year to receive a replacement debit card. Each month I call and write to Citibank , have to answer inane security questions which have no Relevance to non-US citizens and residents. Without a debit card I cannot gain access to my funds / without a debit card I cannot gain access to online banking. Useless.

I’ve been waiting a month for a simple wire transfer! This is insane! They are now saying that they lost my money and that they are not responsible! I am now gonna have to pay a lawyer to get it back! I do not recommend this bank!

If you read their company goals about high levels of international customer service you will find that you don't get this. Very limited offerings, poor customer service, very difficult to contact them when they make a mistake (which happens often). Avoid if possible.

Shocking service. Unable to move money out. I have set up payment from my personal Citibank to my company account more than a week ago. Citibank told me that an outward payment team must call me to verify transaction. I have been waiting for over 1 week and still nothing. I keep calling every day to Citibank and they give me the same excuse that the outward payment team will call me. Everyday the same excuses and everyday no phone call to release my money. Citibank keeps my money and ignores my payment requests.

Absolutely awful, all I wanted was for them to send cheque deposit slips to the account postal address, I did not ask to be told anything, just asked them to send some deposit slips to the account address. They were not prepared to send them until I did a full security clearance, to post deposit slips to the account address, something that every other bank you can just walk in and pick up off the counter. This bank just makes it difficult to access your money, don't waste your time.

It's a little hard to find if you are approaching from the Elizabeth line exit of Canary Wharf. It's better to ascend to road level to navigate than traverse through the bewildering array of corridors in the Wharfs shopping centre. Follow Canada square signs there if you do get lost. The Citygroup building has three entrances. The first isn't usually applicable if you're a guest on an event. The second is closed. The third largest one near the black stone sign lve photographed is the one you need. Be advised if you're pattern or photo sensitive that the entry atrium has a diagonal diamond floor, multi squared ceiling lights and a chevron patterned corridor connecting you to the escalator area that conducts you to the upper floor where Oliver's canteen is. I understand Citi bank will be refurbishing this main reception atrium in future months to be more restful and inclusive to all users. It's like a mini city inside with lots of movement between the different floor levels. Be aware on the ground floor toilets are situated through a right/left hand corridor at the foot of the escalators. The doors are stiff and heavy to push. On the plus side they use Mitsubishi dryers which are far less noisy than the over zealous Dysons.

Call their customer service who tell you to do to www Citi …. They don’t even answer the phone ! Can’t wait to be done with them

Citibank is an appalling bank in the UK, with very poor customer services and is incredibly slow in carrying our BAU transactions. I recently tried to pay a beneficiary and despite Citibank taking the funds from my account immediately, one week on, they have held on to my funds and have not paid the beneficiary. I have run through security checks, providing responses to their questions, except for the one where they asked me to specify the date of birth of the beneficiary!!! It beggars belief that they would ask such a question. If you cannot utilise the funds in your account, then it completely defeats the purpose of having one. Will be closing my account as soon as the outstanding transaction completes. I would give 0 stars if I could... Citi clearly cannot compete with the UK and other US banks here, which are far superior in what they offer to their customers and their handling of BAU banking.

Extremely poor service - Citi have been trying to oust customers for many years by gradually closing branches, ATMs, banking services making it very difficult to do any banking activity. They have finally taken the plunge and are forcing the closure of retail customer accounts with no thought or concern about the impact this is going to have individuals. They only care about their bottom line and will use/abuse customers to that end.

I have been banking for many years now but I am very disappointed with Citibank for failing to process my purchase and then blocking my card, promising to call back within a set time period and yrt again failing to do that. When all I wanted was to request for a Telephone PIN or change to my security details.Thanks for messing up my day.

Thanks for nothing, CitiBank! I called today to check if you see the transaction made by me into Wizz Air's account that they have at your institution. Because Wizz Air doesn't see the money, even though the money is missing from my Mom's account and the bank transfer shows up in her account. Your customer service agent told me they can't disclose any information if i'm not a Citibank client or the Wiz Air account holder. Even though i have the bank statement with the transaction number, the bank account that the money was transferred from and the bank account the money that the money went into, the transaction referrence etc. This is information that i have and all you have to do is chase it, since it's my Mom's money that you're keeping. All i wanted to know is why doesn't Wizz Air see the money??? What did you do with it???

Worst bank even you might see. I have made a transfer for my provider who is client of Citibank, more than 45 days ago, there was an error while entering the data. This was 50 days ago, and until now they are holding the money, not answering all communication sent by my bank, asking for the refund, the silly excuse they can’t locate the fund, like if the funds went out and lost the way. Not recommended at all for anything.

Account closures for no reason. Staff mislead me to make a large investment in a fund of funds through their zurich platform. Very dishonest. Will Buy Bitcoin in protest to these Banksters.

We have tried to transfer funds to an account at Citibank London which we have used for many years but it is being rejected. We have written to them but they returned our letter unanswered by DHL. How ignorant.

Enjoys shorting good companies to try and bankrupt them through fraudulent phantom shares. Would not use again.

What kind of place doesn't put you through to employees or give you any form of contact? Is this real life?

A very bad bank that has caused me a lot of frustrations. I wrongfully entered them as an intermediary bank in a wire transfer to my account. My bank has reached out to them multiple times to credit the money in the right account but they have never done that. Most of the time they are quiet. They respond once in a while and go quiet. It's been about 2 months already and it doesn't look like Citi UK has the intention to credit bank. This is a rogue bank. Don't do business with them.

Fantastic place, especially when you can watch from above.

Just started working here, and I love it! A STUNNING building, made to the highest standards and meticulously maintained. Every member of staff is professional: the employees, the cleaners, the security guards, all are extremely well …

Great place to work, good facilities provided to everybody, cleaning operatives are doing great work especially in covid times