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Packaged bank accounts
For consumers / Complaints we can help with / Banking and payments
Do you have a complaint about a packaged bank, or ‘rewards’, account?
Published 26/04/2021 Last updated 10/12/2025
Savings account interest rate changes
For businesses / Complaints we deal with / Banking and payments
Find out how we approach complaints about savings accounts and interest rate changes, and the types of complaints we see.
Published 31/05/2019 Last updated 12/12/2025
A continuous payment authority surprises Scott
Decisions and case studies / Case studies
Scott complained because his bank wouldn't help him cancel a recurring payment he signed up for by mistake.
Published 01/06/2019 Last updated 10/12/2025
Amos complains about fees for a packaged bank account
Decisions and case studies / Case studies
Amos found he’d been paying hundreds of pounds for benefits of a packaged bank account that he’d never used, so he came to us for help.
Published 27/04/2021 Last updated 10/12/2025
Bank’s IT outage embarrasses Amelia and ruins her weekend
Decisions and case studies / Case studies
When Amelia's bank experienced an IT failure on its systems, she couldn't use her banking app and thought her bank card wasn't working.
Published 10/12/2025 Last updated 10/12/2025
Luiz's e-money business stopped him getting access to his account
Decisions and case studies / Case studies
Luiz's e-money business stopped him getting access to his account
Published 31/05/2019 Last updated 10/12/2025
Ed’s bank didn’t cancel his direct debit
Decisions and case studies / Case studies
Ed asked his bank to cancel a direct debit for a gym membership. But the monthly payments continued to leave his account.
Published 30/05/2019 Last updated 10/12/2025
Willis has a packaged bank account opened without permission
Decisions and case studies / Case studies
Willis approached us to review his case after his bank denied his claim that his packaged bank account had been opened without his consent.
Published 27/04/2021 Last updated 10/12/2025
Bank outages and IT failures
For consumers / Complaints we can help with / Banking and payments
Has an IT outage at your bank disrupted your online or mobile banking so that a payment failed or you couldn't access your account?
Published 19/06/2019 Last updated 10/12/2025
Wedding insurance
For businesses / Complaints we deal with / Insurance
Information for financial businesses on handling and resolving complaints about wedding insurance and policies that cover other special events.
Published 29/06/2021 Last updated 15/12/2025
