How To Complain To Your Bank
Making a complaint to your bank can feel like a David and Goliath battle. Still, there are procedures and resources to help you make a successful complaint.
What you'll need:
Pen and paper
Visit your bank's website or go into your local branch to find out about their specific complaints procedures. This will allow you to make an informed decision about your course of action. Lodge a complaint through the bank's official channels, ensuring that you keep a record of all correspondence. Your bank has 8 weeks in which to respond.
The Financial Ombudsman is an excellent resource for advice and information regarding your rights as a complainant. You may request that your complaint be looked at and assessed from an objective, external position.
The Ombudsman can assist once you receive a response from your bank; they also have a complaint form on their website which you should fill in if you feel your complaint has not been satisfactorily resolved.
When entering into correspondence with your bank ensure that you make the nature of your complaint clear and that you request specific actions. Ensure that you keep a 'paper trail' of all correspondence entered into.
If the bank's resolution of your complaint is unsatisfactory, you may appeal to the Financial Services Authority and request that the Ombudsman take your complaint further.
If the Ombudsman finds in favour of your bank, it is unlikely that any further appeals will have a positive outcome. You do however have the right to appeal their decision.
If you feel that you have cause for complaint against your bank, make use of the available resources. As the bank's customer any issues raised by you should be addressed and taken seriously.