I Want to Complain About My Bank
Banks and financial institutions are required to take complaints seriously. If you have been treated unfairly, charged incorrectly, or had poor service, you have the right to complain — and if they do not resolve it, to take it to the Financial Ombudsman Service for free.
Estimated timeline
Start by raising a formal complaint with your bank's complaints team — not just customer services. Use their online complaints form, write a letter, or call and ask to log a formal complaint. Explain clearly what went wrong, what you have lost or suffered, and what outcome you want. The bank must acknowledge your complaint promptly.
The bank has 8 weeks to send you a final response letter. For payment services complaints (e.g. unauthorised transactions), the deadline is 15 business days. If they resolve it sooner, great. If not, wait for the full 8 weeks — or ask for a deadlock letter if they say there is nothing more they can do.
Collect copies of all correspondence, account statements, transaction records, any contracts or terms and conditions, and a clear timeline of events. Note down any costs you have incurred, any distress caused, and what you want the bank to do about it.
Once you have the bank's final response (or after 8 weeks without one), you can refer your complaint to the Financial Ombudsman Service (FOS). This service is free, independent, and can order your bank to pay compensation of up to £430,000. You have 6 months from the bank's final response letter to refer.
Decide whether to accept the decision
The FOS will make a decision. If you accept it, it becomes binding on the bank. You do not have to accept it — if you reject the decision, you are free to pursue the bank through the courts instead. Most people accept FOS decisions as court action is slower, more expensive, and uncertain.
Frequently asked questions
Does the Financial Ombudsman cost anything?
What can the FOS actually do?
Can I complain about a credit card or loan, not just a bank account?
Official bodies and resources
Financial Ombudsman Service
OmbudsmanResolves complaints between consumers and financial businesses such as banks, insurers, and lenders.
Financial Conduct Authority
RegulatorRegulates financial services firms and financial markets in the UK to ensure they are honest, fair, and effective.
Citizens Advice
CharityProvides free, confidential, and independent advice on a wide range of issues including benefits, housing, debt, and employment.
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