Banking and payments

Banking and payment services include things like current accounts, savings accounts, direct debits, money transfers, electronic payment platforms, cheques and banker’s drafts.  

We help resolve complaints about issues such as account closures, disputed transactions, IT failures, and problems with switching services.

Our service is free and easy to use. 

When you bring a complaint to us about a mortgage, it's our job to weigh up all the facts. We’ll make a decision about what happened using evidence from you, the financial business and any relevant third parties. We'll also consider:

• the relevant law
• any regulations that applied at the time
• any industry codes of conduct that were in force at the time

When we've finished investigating, we’ll tell you whether we think the business treated you fairly or not. And we’ll explain how we reached our decision.

If we think the business treated you unfairly, we'll tell them to put you back where you'd be if they hadn't made a mistake. We might also ask them to make an award for any distress and inconvenience caused.

Bring your complaint to us

The time it takes for us to investigate a complaint depends on what it's about, how complex it is and how quickly we can get all the information we need.

You can read more about our process on our how long it takes page.

People come to us with complaints about banking and payments, which include things like problems with current accounts, direct debits, or IT issues that stop people from accessing their accounts. 

For information about how we can help with a complaint about a specific type of banking and payment service, use the links below.

If you’re considering an investment, pension opportunity, loan or other financial service, use the Financial Conduct Authority’s Firm CheckerFCA's firm checker to confirm the firm is authorised and help avoid scams.