Your bank made a mistake, charged unfair fees, or provided poor service? Learn your rights under FCA rules, how to escalate to the Financial Ombudsman Service (FOS), and claim compensation.
Quick Answer
Write a formal complaint to your bank citing FCA DISP rules. Banks must respond within 8 weeks. If unresolved, escalate to the Financial Ombudsman Service (FOS) free of charge. The FOS can award up to £350,000 in compensation.
Send a written complaint to your bank's complaints department. Reference FCA DISP rules. Include dates, amounts, and clear explanation. Keep copies.
2
Wait for Bank Response
Banks must respond within 8 weeks under FCA regulations. They will either resolve your issue or send a final response letter.
3
Escalate to FOS if Needed
If unresolved, file a complaint with the Financial Ombudsman Service (FOS) at www.financial-ombudsman.org.uk. It's free and independent.
Backed by UK Financial Regulation
Bank Complaints
FCA DISP 1.2R & BCOBS
The Financial Conduct Authority (FCA) mandates that banks handle complaints within 8 weeks and treat customers fairly under Banking: Conduct of Business sourcebook.
Consumer Protection
Consumer Duty 2023
Banks must act in the best interests of consumers. Failures to do so are violations of the Consumer Duty. You can claim damages for breaches.
Payment Disputes
Payment Services Regulations 2017
Protects payment disputes, fraud, and unauthorized transactions. Banks must investigate within 10 working days.
Common Bank Complaint Situations
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Unauthorized Transactions
Fraudulent charges on your account. Banks must refund within 10 business days if you report promptly.
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Unfair Fees & Charges
Excessive overdraft fees, hidden charges, or penalties. These may be unfair under Consumer Rights Act 2015 Part 2.
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Payment Not Processed
Money sent but never arrived, or delayed without explanation. Your bank may be liable for the error.
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Poor Data Security
Your bank failed to protect your data or account. This is a breach of the Consumer Duty and FCA regulations.
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Refused Service
Bank closed your account without notice or refused to provide services without valid reason.
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Poor Advice & Mis-selling
Bank recommended unsuitable products or failed to explain risks. You can claim compensation for losses.
Frequently Asked Questions
How do I formally complain to my bank?▼
Send a written complaint to your bank's complaints department (not customer service). Include: (1) Your account details, (2) Date of the incident, (3) What went wrong, (4) What you want (refund, compensation, etc.). Reference FCA DISP 1.2R to show you know your rights. Keep copies of all correspondence. Send via recorded delivery.
What can I claim if my bank made a mistake?▼
You can claim for: (1) Actual financial loss (the money owed), (2) Interest lost (money you would have earned), (3) Fees incurred (overdraft fees, bank charges), (4) Compensation for distress and inconvenience (time spent, stress caused). The Financial Ombudsman Service can award up to £350,000.
What is the Financial Ombudsman Service (FOS)?▼
The FOS is a free, independent complaints body for financial services regulated by the FCA. If your bank doesn't resolve your complaint within 8 weeks, or if you're unhappy with their response, you can escalate to the FOS for free. They investigate and can award compensation up to £350,000.
How long do I have to complain to the FOS?▼
You have 6 years to complain about a specific incident, but you must raise it with the bank first. Once your bank sends a final response letter, you have 6 months to escalate to the FOS. If they don't respond within 8 weeks, you can escalate without waiting for a final response.
Can my bank charge me for a complaint?▼
No. Under the FCA Consumer Duty 2023, banks cannot charge for handling complaints. All complaint handling is free. If a bank charges you, that itself is a breach and grounds for a further complaint.
What if my bank ignores my complaint?▼
Banks must acknowledge your complaint within 3 business days and resolve it within 8 weeks (or send a holding response explaining the delay). If they don't respond or don't resolve it, you can escalate to the FOS without waiting. Document all contact attempts and non-responses.
Need Help With a Bank Complaint?
Fightingback's bank tool guides you through writing a formal complaint letter and escalation to the FOS. Free to use, no signup required.