If you have a complaint about a business that provides banking and payment services, such as a bank, building society or payment transfer company - we can help.
How we handle complaints about banking and payments
We see a variety of complaints from consumers about banking and payment services, for example current accounts or regular payments like direct debits, or where there's been an IT problem that has meant consumers can't access their accounts. We look at the facts and circumstances of each individual complaint. We listen impartially to both you and the business when deciding what's fair and reasonable in the circumstances.
We follow rules the Financial Conduct Authority (FCA) has set out for us. We also take into account the law, as well as the rules, regulations and codes of practice in place at the time things went wrong.
Other things we take into account include:
- whether – and how – the business has tried to reach a solution with you
- the terms and conditions of your account
- what the business has done to support you if you’re in financial difficulty
Once we’ve considered everything, we’ll set out our findings, explaining whether we think the business has treated you fairly, or not. If we think the business has treated you unfairly, we’ll set out what we think needs to be done to put things right.
Complaints we see
Find out more about the types of complaint we get about banking and payments, and how we might be able to help.
How to complain
Bringing a complaint to us is straightforward and won't cost you anything. You can make your complaint:
- over the phone, speaking to a member of our team
- on this website, using our online complaint form
- by post (you can print off a complaint form from this website, or call us and we’ll send you one)
Find out more about how to complain.
How long it takes
It is currently taking around 4 months for us to allocate most types of banking complaint to a case handler for review - although it may take longer if your complaint is about a fraud or scam, where some of the most complex cases we receive can take up to 9 months.
If you’re facing financial hardship or severe ill health, please let us know. We’re working hard to reduce this wait time, so you may hear from us sooner than this. Once your complaint is allocated, you can expect to receive an initial assessment within 90 days.
You may also find the Money Advice Service website useful if you want to contact one of the independent free charities that can help people in financial difficulty.