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 an IT problem 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
How long it takes
It currently takes 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. We’re working hard to reduce this wait time, so you may hear from us sooner than this.
- Read more detail about overall timescales, including how Covid-19 is affecting complaint handling at financial businesses and at the ombudsman service.
- If you’re facing financial hardship or severe ill health, please let us know.
- If you’re experiencing financial difficulties, you may also find the Money Advice Service website useful, it contains a list of online debt advice services where you can get immediate and personalised help.
Information about Covid-19
For guidance specifically about Covid-19, please look at our dedicated page that contains information about complaints in relation to Covid-19.