How to Complain to Your Bank: A Step-by-Step Guide

When your bank makes a mistake, ignores your requests, or treats you unfairly, you have the right to complain—and they must respond. This guide walks you through the entire UK banking complaint process, from your first email to escalating to the Financial Ombudsman Service.

Step 1: Contact Your Bank Directly

Start by contacting your bank's customer service team. Most banks have multiple channels:

• Online banking (secure message center)
• Phone (customer service line)
• Email (complaints@[bankname].co.uk)
• Branch (in-person complaint)

What to include:

• Your account number and sort code
• A clear description of the problem
• What you want them to do (refund, apology, correction)
• Any relevant dates, transaction references, or evidence

Example opening:

"I am writing to formally complain about [issue]. On [date], [what happened]. I expect [desired outcome] within 8 weeks as required by FCA regulations."

Step 2: Wait for Their Response (8 Weeks Maximum)

Under Financial Conduct Authority (FCA) rules, your bank must:

• Acknowledge your complaint within 5 business days
• Provide a final response within 8 weeks

If they don't respond within 8 weeks, or if you're unhappy with their response, you can escalate.

Step 3: Escalate to the Financial Ombudsman Service

The Financial Ombudsman Service (FOS) is a free, independent service that resolves disputes between consumers and financial companies.

When to escalate:

• Your bank hasn't responded after 8 weeks
• You're unhappy with their final response
• They've issued a "deadlock letter" (refusing to budge)

How to escalate:

1. Visit financial-ombudsman.org.uk
2. Fill out the online complaint form
3. Attach your original complaint and the bank's response
4. The FOS will investigate (usually takes 3-6 months)

What the FOS can do:

• Order your bank to refund you (up to £415,000)
• Award compensation for distress and inconvenience
• Correct errors on your credit file
• Issue formal apologies

Step 4: Provide Evidence

The stronger your evidence, the better your chances. Gather:

• Bank statements showing incorrect charges
• Emails or letters from the bank
• Screenshots of online banking errors
• Call recordings (if you requested them)
• Receipts or invoices proving your claim

Common Banking Complaints

Unauthorized Transactions

If someone used your card without permission, your bank must refund you unless they can prove you authorized it or were grossly negligent.

Refused Refunds (Section 75 Claims)

If you paid by credit card (£100-£30,000), your bank is jointly liable under Section 75 of the Consumer Credit Act. If the retailer goes bust or refuses a refund, your bank must pay you back.

Poor Service

Rude staff, long wait times, or incompetence aren't grounds for compensation unless they caused you financial loss or significant distress.

Account Closures

Banks can close your account with 60 days' notice, but if they do it suddenly without reason, you can complain.

How Long Does It Take?

• Bank response: 5 days (acknowledgment) + up to 8 weeks (final response)
• FOS investigation: 3-6 months on average
• Total: 4-8 months from start to finish

What If I Lose?

If the FOS rules against you, that's usually the end of the road. You can't appeal their decision, but you could:

• Take legal action (expensive and risky)
• Complain to the FCA about the bank's conduct (won't get you money back)
• Switch banks (vote with your feet)

Tips for Success

1. Be specific. Don't say "bad service"—say "I was on hold for 45 minutes on 12th January, then the call dropped."
2. Stay calm. Angry emails get ignored. Professional, firm letters get results.
3. Reference regulations. Mention the FCA, Section 75, or the Banking Conduct of Business Sourcebook (BCOBS) to show you know your rights.
4. Set deadlines. "I expect a response by [date]" creates urgency.
5. Escalate quickly. If your bank is stalling, don't wait—go to the FOS.

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