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Banking and payments

Do you deal with customer complaints about bank account closures? 

This page will give you an overview of the complaints we see and how we approach them.

On this page

  1. Complaints we deal with
  2. Resolving banking and payments complaints
  3. More information for financial firms
  4. Business Support Hub

Got a complaint about banking and payments?

See our guidance for consumers on banking and payments.

Complaints we deal with

We look at complaints about a range of banking and payment services – including current and savings accounts, direct debits, money transfers, electronic payment platforms, cheques and banker’s drafts.

If a complaint doesn’t fall under our jurisdiction, we’ll tell the consumer about other organisations that might be able to help them.

Resolving banking and payments complaints

When investigating a complaint, we'll look at the facts and evidence from both you and your customer and consider any:

  • relevant laws and regulations
  • regulators’ rules in place when the event happened
  •   guidance, standards and codes of practice in place at the time of the event

We follow the FCA’s dispute resolution rules (DISP). We’ll also look at how you’ve tried to put things right.

If we uphold a complaint, we’ll ask you to put the consumer back in the position they'd have been in if the error hadn't happened – as far as possible. This could be by paying financial compensation. We might also make an award for any distress and inconvenience caused.

Compensation and award limits

Bank account closures

Do you deal with customer complaints about bank account closures? Read about the complaints we see and how we approach them.

Bank accounts: right of set-off

How we deal with complaints about a bank taking money from one account to pay a customer’s debt somewhere else.

Bank outages and IT failures

Do you deal with complaints about how IT failures disrupted your customers’ online or mobile banking?

Cheques and banker’s drafts

Do you deal with complaints about cheques or banker’s drafts?

Continuous payment authorities

Read about our approach to customer complaints about continuous payments authorities (recurring payments), and the type of complaints we see.

Current account charges

Do you handle complaints about current account charges, like monthly fees or fees for overdrafts, returned payments, payment and card usage?

Current account switching services

Do you deal with complaints from customers about the way you switched their current account?

Direct debits and standing orders

See our approach to complaints about direct debits and standing orders?

Disputed transactions

Find out how we deal with complaints where consumers dispute the amount of, or having made, a transaction.

Electronic money or digital currency

Do you deal with complaints about electronic money, also known as e-money, digital currency or digital cash?

Frozen accounts and blocked payments

Are you dealing with complaints from customers whose current accounts have been frozen, or whose payments were blocked?

International money transfers

Do you deal with complaints about international money transfers?

Packaged bank accounts

Do you handle complaints about packaged bank accounts – current accounts that charge a fee and come with benefits like travel insurance?

Savings account interest rate changes

Find out how we approach complaints about savings accounts and interest rate changes, and the types of complaints we see.

More information for financial firms

Businesses and consumer advisers can contact our Business Support Hub for information on how the we might look at a complaint, or for guidance on our rules and how we work. We also work with businesses and other organisations to help prevent complaints.

How we work with businesses

Business Support Hub

Businesses and consumer advisers can contact our Business Support Hub on 020 7964 1400 for information on how we might look at a particular complaint, or for guidance on our rules and how we work.

We also work with businesses and other organisations to help prevent complaints.

How we work with businesses