Our approach to complaints
If a bank has an IT glitch, they should be able to deal with their customers' concerns and make sure people aren't out of pocket.
If a problem can't be resolved directly with a bank, we can look into the consequences of the glitch for that individual customer - and help to put things right. If we decide something's gone wrong, that might mean telling the bank to pay compensation for any missed payments - or for any distress or inconvenience that the problems have caused.
You can find out more about how we look at complaints about IT problems at banks on this website.
If you have any questions about this, or need some help to get a problem sorted, get in touch.