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Making a complaint about your bank or building society.
If you wish to make a complaint about your bank or building society because they have made a mistake, or you feel that they have treated you unfairly, then there are certain roads that you can go down to make yourself heard.
Your first port of call should be raising the complaint to the company involved. This will allow them to investigate what has gone wrong, and will give them a chance to put things right.
You can phone the company to make your complaint, but if you do phone them, you should remember to take notes of what has been said. You should also record the name of the person who you speak to, as well as the date and time of the call.
It is normally a better idea to make your complaint in writing, as this makes it more formal. In your letter you should be polite, and refrain from using sarcasm or abusive language – you’re less likely to get a good result if you do!
Your letter should clearly state the reasons why you’re complaining, and should be clear, simple, and contain all of the information that you feel is relevant to the complaint. The easier your letter is to understand, the sooner they can resolve the issue for you.
You should try to include any copies of documentation (such as statements or bank receipts) that back up your case. These will help them see where they have made an error, and will give your complaint a lot more weight. However, you should remember to only send copies – keep the originals for your own records.
You should be prepared to give the company up to eight weeks to deal with your complaint. If after this period you have heard nothing from them, or if you have heard back from them, but you are unhappy with their decision, then you can contact the Ombudsman at the following address:
Financial Ombudsman Service
South Quay Plaza,
183 Marsh Wall,
London,
E14 9SR.
Tel: 0845 080 1800
E-mail: enquiries@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
Please note that the Financial Ombudsman does not cover mortgage advice, credit cards and loans, or advice about general insurance (such as car, home, holiday, and many types of health insurance).
The role of the Ombudsman is to put matters right. They will remain impartial, and will investigate the dispute between you and the company concerned. They have the power to make a decision that the company must accept.
Disclaimer, Target Audience, Jurisdiction Last updated & checked: 30/03/2006