Finding the right bank account How to complain about your bank
If you need to complain to your bank, put it in writing
What to do if your bank gets it wrong
When your bank or building society gets it wrong, give it a chance to put things right before you start an official complaint. Make a note of everyone you speak to and what they say, as well as the dates and times of all your calls.
If the bank or building society still can’t or won’t help you, make a formal complaint. It makes sense to put it in writing, and to include what it is you’re complaining about, the names, dates and times of anyone you’ve spoken to about it, and how you would like the issue to be resolved.
Mark the letter or email clearly with ‘complaint’ so it is clear that you are starting the formal complaints procedure. Include copies of any relevant paperwork, and don’t forget to put your account number or any other reference number you have on any letters or correspondence.
How long do banks take to deal with complaints?
There are rules about how financial providers should deal with complaints, and a time limit of eight weeks. If by the end of eight weeks it is still not resolved, or you are unhappy with the resolution proposed by your financial provider, you can take your complaint to the Financial Ombudsman Service. Details of how to contact the Financial Ombudsman Service should be included in the final letter from the provider.
Financial Ombudsman Service
The Financial Ombudsman Service handles complaints about most bank accounts, investment products, mortgages, loans, some pension products, insurance policies, credit and store cards, HP agreements and financial advice.
Consumer complaints are handled free of charge. Claims forms can be downloaded from the website, or you can call 0300 123 9123. Explain and document your complaint fully – again saying how you’d like the issue to be resolved.
If initial discussions with both parties don’t resolve matters, an adjudicator issues a formal decision. If that is appealed, the matter passes to the ombudsman, whose ruling is binding on the company but not on the consumer – the consumer can take the issue further through legal action.
If a complaint is upheld, you’ll be awarded a sum that aims to put you back in your original financial position.
Legal action against a bank
If you’re dissatisfied with an FOS decision, you can consider court action. This can prove costly, so get legal advice on whether it may be a realistic option.
It will be most costly if your claim exceeds a certain level, as you’ll have to use the civil court.
These limits are £5,000 in England and Wales, £2,000 in Northern Ireland and £3,000 in Scotland.
If the value of the claim exceeds these limits, you’ll need a solicitor, and a barrister for complex cases – and court costs can be high. If you lose, you may have to pick up the other side’s costs.
For lower claims, court costs aren’t so high, and you won’t need a solicitor (though you can have one). These cases are heard as a small claim, except in Scotland, where they’re heard at the Sheriff’s Court.
- Had problems with your bank? Take a look at our guide to complaining about financial services
- Take a look at our Which? Recommended provider bank accounts
- Call the Which? Money Helpline for guidance on what to do if you've had trouble with your bank
