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 £455,000, for complaints about acts/omissions from 1 April 2019 onwards (limit effective from 1 April 2026; £205,000 applies to earlier acts/omissions) |
| Order a refund | Money returned to your account |
| Order action | Require the bank to fix the problem |
| Award for distress | FOS-published examples commonly range from around £50 to £500 for inconvenience; more for severe cases — check current FOS guidance |
| 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 |
The FOS award limit is reviewed and adjusted each year in line with CPI inflation — always confirm the current limit at financial-ombudsman.org.uk before relying on it.
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 |
These are indicative ranges based on commonly reported FOS outcomes, not fixed tariffs — actual awards depend on the individual case.
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 |
| Keep copies of everything | Emails, letters, screenshots, call reference numbers |
| State clearly what you want | Be specific about the remedy you are seeking |
| Follow up after 4 weeks | Maintain momentum; do not let it stall |
| Do not automatically accept the first offer | Banks often start low — the Ombudsman may award more |
| Mention the Financial Ombudsman | Shows you know your rights and are prepared to escalate |
Summary: The Full Process
| Step | Action | Timeline |
|---|---|---|
| 1 | Complain formally to your bank | State “formal complaint” |
| 2 | Wait for the bank’s response | Bank has 8 weeks |
| 3 | Not satisfied? Refer to the FOS | Free, within 6 months of bank’s response |
| 4 | FOS investigates | 3–9 months |
| 5 | FOS makes a binding decision | Up to £455,000 compensation |
| — | Cost to you | £0 — entirely free |
Related Guides
- Bank Security hub — FSCS protection, scam prevention, and your rights
- Bank Scams and Fraud UK — unauthorised transactions, APP fraud reimbursement, and Action Fraud
- Safe Online Banking — account security, SCA, and what to do if your account is compromised
- What Happens If Your Bank Goes Bust — FSCS claims process and deposit protection