How to Complain to Your Bank — Step-by-Step Guide and Your Rights
How to make a formal complaint to your bank in the UK, the process, timelines, and how to escalate to the Financial Ombudsman Service if the bank fails to resolve it.
If your bank has got something wrong — a charge that shouldn’t be there, poor service, a failed fraud refund, or a bereavement handled badly — you have the right to complain and, if necessary, escalate to the Financial Ombudsman for a free, independent ruling. This guide walks through the full process. For related topics on protecting your money and account security, return to the Bank Security hub.
Do You Have Grounds to Complain?
Common complaint
Example
Unfair charges
Excessive overdraft fees, hidden charges
Unauthorised transactions
Fraud on your account, payments you did not make
Poor customer service
Long waits, rude staff, repeated errors
Account errors
Wrong interest rate, incorrect balance
Mortgage issues
Mis-sold mortgage, rate errors, payment issues
Failed payments
Direct debits or standing orders not processed
Data breaches
Personal information shared without consent
Discrimination
Treated unfairly due to age, disability, or race
Bereavement handling
Poor treatment when dealing with a deceased person’s account
Fraud refusal
Bank refused to refund authorised or unauthorised fraud
If your complaint involves a fraudulent transaction, the Bank Scams and Fraud guide covers the specific reimbursement rules in detail.
Step 1: Complain to Your Bank
How to Complain
Method
How
Phone
Call the bank’s complaints number — on their website or your statement
In branch
Speak to a manager and ask for a formal complaint to be logged
In writing
Send a letter or email to the complaints department
Online
Many banks have a complaint form on their website or in the app
Social media
Can prompt a response, but always follow up with a formal submission
What to Include
Element
Detail
Your account details
Account number and sort code
What happened
Clear, factual description of the issue
When it happened
Specific dates
What went wrong
How the bank failed you
Evidence
Screenshots, statements, letters, call recordings
What you want
Refund, apology, compensation, or a change of process
Sample Complaint Template
Dear [Bank] Complaints Department,
I wish to make a formal complaint about [specific issue].
On [date], [describe what happened]. As a result, I have [suffered financial loss / been inconvenienced / etc.].
I believe this is unacceptable because [explain why].
I would like you to [state what you want — refund, compensation, apology, explanation].
Please provide your final response within 8 weeks as required by FCA rules.
Yours faithfully, [Your name]
Step 2: The Bank’s Response
Timelines
Type of complaint
Bank’s deadline
General complaint
8 weeks for a final response
Payment services complaint
15 working days (extendable to 35 in exceptional cases)
If they need more time
Must send a “holding response” explaining the delay
Possible Outcomes
Outcome
What it means
Upheld
Bank agrees you are right and offers a remedy
Partially upheld
Bank agrees with some points, not all
Rejected
Bank disagrees — sends a final response letter with reasons
Deadlock letter
Bank cannot resolve the issue and invites you to go to the Ombudsman
No response in 8 weeks
You can go straight to the Ombudsman without waiting
Step 3: Escalate to the Financial Ombudsman
If your bank has not resolved your complaint to your satisfaction — or has not responded within 8 weeks — you can refer your case to the Financial Ombudsman Service (FOS) for free.
When You Can Escalate
Situation
Can I go to the FOS?
Bank rejected my complaint
Yes — within 6 months of the final response
Bank has not responded in 8 weeks
Yes — immediately
Bank offered compensation but I think it is too low
Yes
Bank sent a deadlock letter
Yes — they have invited you to
Complaint is more than 6 years old
Usually no — time limits apply
How to Refer to the Ombudsman
Step
Detail
1
Visit financial-ombudsman.org.uk or call 0800 023 4567
2
Complete the online complaint form
3
Include the bank’s final response (or explain they did not respond in time)
4
Provide all evidence and correspondence
5
The service is completely free — there is no cost to you
What the Ombudsman Can Do
Power
Detail
Award compensation
Up to £430,000 for complaints from April 2024
Order a refund
Money returned to your account
Order action
Require the bank to fix the problem
Award for distress
Typically £50–£500 for inconvenience; more for severe cases
Binding on the bank
If you accept the decision, the bank must comply
Not binding on you
If you reject the decision, you can still pursue the matter in court
How Long Does It Take?
Stage
Typical time
Initial assessment
2–4 weeks
Investigation
3–9 months (can be longer for complex cases)
Final decision
Once investigation is complete
Compensation Guide
Type of issue
Typical compensation
Administrative error (quickly fixed)
£50–£100
Repeated errors or poor service
£100–£300
Significant inconvenience
£300–£750
Financial loss due to bank error
Full reimbursement plus interest
Distress (e.g. wrongly applied default)
£200–£1,000
Fraud refusal (overturned)
Full refund of lost amount
Discrimination
£500–£5,000+
Mis-selling
Full refund of product cost plus compensation
Tips for a Successful Complaint
Tip
Why it matters
Use the words “formal complaint”
Triggers the regulated complaints process with legal timelines
Be specific and factual
Avoid emotional language — focus on what happened and when