Banks make mistakes, apply charges unfairly, and sometimes provide genuinely poor service. UK bank customers have strong rights to complain, escalate, and receive compensation — but the process works best when complaints are made clearly, in writing, and through the right channels.
- Your right to complain
- How to write an effective complaint
- Escalating to the Financial Ombudsman
Your right to complain
All UK banks regulated by the FCA have a formal complaints process they are required to follow. They must acknowledge your complaint promptly and provide a final response within eight weeks. If the response is unsatisfactory — or if eight weeks pass without resolution — you can escalate to the Financial Ombudsman Service (FOS) for free.
The FOS resolves complaints independently and can award compensation including redress payments and distress and inconvenience payments. A significant proportion of complaints are resolved in favour of customers.
How to write an effective complaint
Be specific and factual. State clearly what happened, when it happened, what you were told, and what you believe went wrong. Avoid emotive language — stick to the facts.
State clearly what outcome you want. Do you want a refund of charges? Compensation for inconvenience? Correction of a credit file entry? Reinstatement of a closed account? A clear ask makes resolution easier.
Reference relevant account numbers, dates, and any previous reference numbers from conversations.
Send by email or through the bank's secure messaging system to create a clear written record. If posting, use recorded delivery.
Template structure
Opening: State that you are making a formal complaint.
Facts: What happened and when.
Impact: How this affected you financially or otherwise.
Resolution sought: What outcome you want.
Deadline: State you expect a response within eight weeks as required.
Escalating to the Financial Ombudsman
If you are unhappy with the bank's response or eight weeks pass, submit a complaint to financial-ombudsman.org.uk. The service is free. Include all correspondence and be as detailed as possible.
Bottom line
A well-structured written complaint to a bank gets better results than a phone call. Know your rights, be specific about what went wrong and what you want, and do not hesitate to escalate to the Financial Ombudsman if the bank's response is inadequate.