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.