How to Complain About Banks
Your step-by-step guide to making a formal complaint about a UK bank or building society, including your rights under FCA Consumer Duty, response timelines, and how to escalate to the Financial Ombudsman Service.
Your Rights as a Banking Customer
Under the FCA's Consumer Duty (introduced July 2023), all regulated financial firms must:
- • Act to deliver good outcomes for retail customers
- • Provide products and services that are fit for purpose and offer fair value
- • Communicate clearly — no misleading or jargon-heavy terms
- • Provide helpful and accessible customer support
- • Not exploit behavioural biases or create unreasonable barriers
These rules apply to all FCA-regulated firms, including high-street banks, building societies, challenger banks, and digital-only banks. If your bank fails to meet these standards, you have the right to complain formally.
Common Banking Complaints
Unfair Charges
Unarranged overdraft fees, excessive transaction charges, or unexpected account fees. Under Consumer Duty, charges must represent fair value. If you believe a charge is disproportionate, you can challenge it formally and request a refund.
Fraud and Unauthorised Transactions
If money has been taken from your account without your authorisation, your bank must refund you unless they can prove you acted fraudulently or with gross negligence. Under the Payment Services Regulations 2017, you are entitled to an immediate refund of unauthorised transactions while the bank investigates.
Mis-sold Products
If you were sold a financial product — such as packaged bank accounts, payment protection insurance (PPI), or investment products — that was unsuitable for your needs, you may be entitled to compensation. The bank should have assessed your needs and explained the risks before selling.
Poor Customer Service
Long wait times, branch closures without adequate alternatives, failure to process transactions correctly, or unhelpful responses to legitimate queries. Under Consumer Duty, banks must provide support that meets the needs of their customers, including those in vulnerable circumstances.
Account Closures
Banks can close accounts, but they must give reasonable notice (usually at least 2 months) and explain why unless prevented by law. If your account was closed without adequate notice or explanation, you can complain and escalate to the Ombudsman.
How to Escalate Your Complaint
- 1
Contact the bank's complaints team
Ask to raise a formal complaint — not just speak to customer service. The bank must log it and give you a complaint reference number.
- 2
Put it in writing
Email or letter creates a paper trail. Include your account number, specific dates, what went wrong, and what you want as a resolution. Use our free complaint letter generator.
- 3
Wait for the final response (up to 8 weeks)
Under FCA rules (DISP 1.6), banks must send a final response within 8 weeks. They should acknowledge your complaint promptly and keep you updated on progress.
- 4
Review the final response
The bank's final response letter must explain their decision and tell you about your right to refer the complaint to the Financial Ombudsman Service within 6 months.
- 5
Escalate to the Financial Ombudsman
The Financial Ombudsman Service is free to use. They can order the bank to pay compensation, refund charges, correct errors on your account, or take other corrective action. Awards can be up to £430,000.
Key Timelines
| Action | Timeframe |
|---|---|
| Bank must acknowledge your complaint | Promptly (within a few days) |
| Bank must send final response | 8 weeks |
| You can escalate to the Ombudsman | After 8 weeks or on receipt of final response |
| Deadline to refer to Ombudsman | 6 months from the final response |
| Ombudsman investigation | Typically 3-12 months |
| Refund of unauthorised transactions | Immediately (while bank investigates) |
Complain to a Specific Bank
We have complaint contact details and letter templates for these banks:
Generate a complaint letter
Our free tool creates a professional complaint letter for your bank in seconds. Choose your bank, describe what happened, and get a letter ready to send by email or post.
Write a Complaint Letter