We receive complaints from customers about a range of businesses that provide banking and payment services, including banks, building societies and payment transfer businesses.
Our general approach to complaints about banking and payments
We’ll look at the facts and circumstances of each individual complaint. We’ll listen impartially to both the customer and the business when deciding what’s fair and reasonable in the circumstances.
We follow the Financial Conduct Authority (FCA) rules about dispute resolution (DISP). And we’ll take into account any relevant laws and regulations, regulators’ rules, guidance and standards, and codes of practice. These may include the:
- Banking Conduct of Business Sourcebook (BCOBS)
- Payment Services Regulations
- Standards of Lending Practice
We’ll also take into account other things, such as:
- whether – and how – you’ve tried to put things right
- what you’ve done to support your customer if they’re in financial difficulty
- the terms and conditions of your customer’s account
- good industry practice at the time
Complaints we deal with
To find out more about how we approach specific types of complaints, choose the relevant area below:
Business support and engagement
As well as resolving disputes, we also work with businesses to help prevent complaints. Our work gives us an insight into how complaints arise and how they might be avoided in the future. Find out more about the ways we share our knowledge and experience.
Businesses and consumer advisers can contact our technical desk for general information on how the ombudsman might look at a particular complaint, or for guidance on our rules and how we work.