All FAQs

We sometimes hear from people who are unhappy that their bank has 'set-off' some of their money against a debt they owe.

For example, a bank might take money from a savings account to reduce an overdraft on another account.

Banks have a general right to 'set off' money like this. But we'll look into whether a bank has used this right fairly and whether they made it clear to their customer that money could be used in this way.

If something's gone wrong, we'll consider whether someone's lost out as a result and what the bank needs to do to put things right. This might mean refunding the money they've set-off.

If you have any questions, or need some help to get a problem sorted, get in touch.