Making a complaint on UK Banking
Making a complaint - What to do
if you are unhappy with products or services
Banks are committed to providing you with good service whether you
are taking out a mortgage, applying for a loan or credit card, or
managing your savings or current account.
But if, for any reason, you are unhappy with the products or services
you have been provided the Banking Code sets out a process by which you
can make a complaint. Under the Code, banks and building societies have
formal, free internal complaints processes that reflect a commitment to
dealing with complaints fairly and quickly.
If you want to make a complaint, your bank or building society will tell
you how to do this and what to do if you are not happy with the outcome.
Staff are trained to help you with any questions you may have.
How do I go about making a complaint?
Under the Banking Code, your bank or building society will tell you
where to find information on their procedures for handling complaints.
These procedures meet the requirements of the Financial Services
Authority (FSA) and aim to give a fair and quick outcome.
In the first instance, you should raise any complaint directly with your
bank or building society, giving them the opportunity to address your
concerns. This can be done in person, over the telephone or in writing.
You should do this promptly, as it is generally in everyone’s interest
to resolve any issues as early as possible, and try to be as specific as
possible about the reason you are unhappy.
When the firm receives your complaint, if they are not able to sort it
out quickly, they will send you a prompt written acknowledgement to
confirm that they are dealing with it. They will then keep you informed
of their progress in dealing with the issues you have raised.
The Banking Code commits banks and building societies to sending you a
final response (or an explanation for why they cannot make a final
response) within eight weeks.
When your bank or building society sends you their final response
they will inform you that you can refer your complaint to the Financial
Ombudsman Service (FOS), if this applies, also enclosing a leaflet
explaining the how the FOS works.
The Financial Ombudsman Service is a free, independent service which
might be able to settle a complaint between a customer and a bank or
building society. You can take your complaint to the FOS if you are not
satisfied with your bank or building society’s efforts to deal with it
or if they have not completed their investigations within eight weeks of
your initial complaint.
Contact details of the FOS are as follows:
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
Phone: 0845 080 1800
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