How do I make a formal complaint to my bank?

Tell your bank you want to make a 'formal complaint' — you can do this by phone, in branch, in writing, or online. Be specific about what went wrong, when, and what you want them to do about it. The bank must acknowledge your complaint promptly and provide a response within 8 weeks. Keep copies of everything.

How long does a bank have to respond to a complaint UK?

Banks must provide a final response within 8 weeks of receiving your complaint. For payment-related complaints (e.g. unauthorised transactions), the deadline is 15 working days (extendable to 35 working days in exceptional circumstances). If they miss these deadlines, you can escalate to the Financial Ombudsman Service immediately.

What is the Financial Ombudsman Service?

The Financial Ombudsman Service (FOS) is a free, independent service that resolves disputes between consumers and financial businesses. If your bank doesn't resolve your complaint within 8 weeks (or you disagree with their response), you can refer your case to the FOS. They can award compensation up to £430,000 (from April 2024) and their decisions are binding on the bank.

Can I get compensation from my bank?

Yes. If your bank has made an error, caused you financial loss, or provided poor service, you can claim compensation. The bank may offer it during the complaints process, or the Financial Ombudsman can award it. Compensation can cover: financial losses, interest, distress and inconvenience (typically £50–£500 for poor service, more for significant harm).

How to Complain to Your Bank — Step-by-Step Guide and Your Rights | PocketWise

If your bank has got something wrong — a charge that shouldn’t be there, poor service, or a failure to protect your money — you have the right to complain and, if necessary, escalate to the Financial Ombudsman.

Do You Have Grounds to Complain?

Common complaint	Example
Unfair charges	Excessive overdraft fees, hidden charges
Unauthorised transactions	Fraud on your account, payments you didn’t 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, race, etc.
Bereavement handling	Poor treatment when dealing with a deceased person’s account
Fraud handling	Bank refused to refund authorised or unauthorised fraud

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 their complaints department
Online	Many banks have complaint forms on their website
Social media	Can be effective for getting attention, but follow up formally

What to Include

Element	Detail
Your account details	Account number, sort code
What happened	Clear, factual description
When it happened	Specific dates
What went wrong	How the bank failed
Evidence	Screenshots, statements, letters, call recordings
What you want	Refund, apology, compensation, change of process
Deadline	Ask for a response within a specific timeframe

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 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 why

Possible Outcomes

Outcome	What it means
Upheld	Bank agrees you’re right — offers remedy
Partially upheld	Bank agrees with some points, not all
Rejected	Bank disagrees — sends final response with reasons
Deadlock letter	Bank can’t resolve — invites you to go to the Ombudsman
No response in 8 weeks	You can go straight to the Ombudsman

Step 3: Escalate to the Financial Ombudsman

When to Escalate

Situation	Can I go to the FOS?
Bank rejected my complaint	Yes — within 6 months of final response
Bank hasn’t responded in 8 weeks	Yes — immediately
Bank offered compensation but I think it’s too low	Yes
Bank sent a deadlock letter	Yes — they’ve invited you to
Complaint is over 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 bank’s final response (or explain they didn’t respond in time)
4	Provide all evidence and correspondence
5	It’s completely free

What the Ombudsman Can Do

Power	Detail
Award compensation	Up to £430,000 (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 go to court

How Long Does It Take?

Stage	Typical time
Initial assessment	2–4 weeks
Investigation	3–9 months (can be longer for complex cases)
Decision	Once investigation 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 + interest
Distress (e.g. wrongly applied default)	£200 – £1,000
Fraud refusal (overturned)	Full refund
Discrimination	£500 – £5,000+
Mis-selling	Full refund of product cost + compensation

Tips for a Successful Complaint

Tip	Why
Use the word “formal complaint”	Triggers the regulated complaints process
Be specific and factual	Avoid emotional language — focus on what happened
Keep copies of everything	Emails, letters, screenshots, call times
Set out what you want	Be clear about the remedy you’re seeking
Follow up if no response	Chase after 4 weeks
Don’t accept the first offer	Banks often start low — you can negotiate
Mention the Ombudsman	Shows you know your rights
Record phone calls (inform them)	Useful evidence

Summary

Step	Action	Timeline
1	Complain to your bank	State “formal complaint”
2	Wait for response	Bank has 8 weeks
3	Not satisfied? Go to the FOS	Free, within 6 months of response
4	FOS investigates	3–9 months
5	FOS makes a decision	Up to £430,000 compensation
—	Cost to you	£0 — entirely free