How to complain to your bank
Thursday 9 March 2006
Although most of us have a trouble-free time with our banks and bank accounts, not everybody is lucky.
Every year, thousands of people receive unsatisfactory service from financial organisations, but don't know the proper way to complain.
It's not about shouting or screaming at your bank manager; there are ways you can get your point across calmly and efficiently.
What's the problem?
When you're thinking about complaining about something, try and have a think about exactly what the problem is. What's gone wrong? When did it start going wrong? What, exactly, do you want to complain about?
It might help to sit down and write on a piece of paper exactly what you're not happy about. If you're clear from the start, the bank will be able to deal with your complaint as quickly as possible.
What do I want?
Now it's time to think about what you expect the bank to do to put things right. It might be tempting to ask for an MP3 player or £1,000 in used bank notes, but that's unlikely. Keep your request realistic.
If what the bank has done has cost you money then it's reasonable to ask that they make sure you haven't lost out, and maybe add on a little compensation for the trouble you've had to go to when complaining.
Where does my complaint need to go?
Many banks and building societies offer a variety of ways to complain: by email, telephone or letter.
Banks have a certain amount of time to let you know that they've received your complaint, and a longer time period to deal with your complaint. You can find out your bank's complaint procedure by looking on their web site or picking up a leaflet in your branch.
What if I'm not happy with the result?
If the bank doesn't agree with your complaint, it doesn't have to be the end. Your bank should have an independent complaints scheme where you can take your complaint if you're not happy. They'll let you know the details of this when they write to you.
What if I'm still not happy?
If you think you still have a complaint but the bank haven't found in your favour, you can go to the Financial Ombudsman Service. They can look at your complaint once it has been rejected by the bank.
Remember...
Be as clear as you can when you're making your complaint. Don't get angry; the bank won't take kindly to its staff being abused, no matter how valid your complaint.
You also might need to be patient. Banks and the Ombudsman Service have lots of complaints to deal with. If there's going to be a delay in answering your complaint, your bank has to tell you.
