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Bank complaint letter
generator — free UK tool

Write a professional complaint letter to your bank, building society or financial institution. Our AI references FCA regulations and the Financial Ombudsman Service — download as PDF.

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Your rights when complaining to a bank

Banks and financial institutions are regulated by the FCA and must handle complaints fairly within set timeframes. You have powerful rights — including access to the free Financial Ombudsman Service.

⚖️ Key rights and rules

  • FCA Consumer Duty: Banks must act in your genuine interest and avoid foreseeable harm
  • 8-week rule: Banks must resolve complaints within 8 weeks or issue a "final response" letter
  • Financial Ombudsman Service (FOS): Free, independent service — can award up to £415,000 in compensation. Decisions binding on the bank
  • Fraud refunds: Under the Payment Services Regulations 2017, banks must refund unauthorised payments unless they can prove you were grossly negligent

Authorised push payment (APP) fraud

If you were tricked into sending money to a fraudster, this is called APP fraud. From October 2024, banks are required to reimburse victims of APP fraud in most cases, up to £85,000, under new PSR rules. A formal complaint letter starts that process.

How long does a bank have to resolve a complaint? ▾
Under FCA rules, banks must send a final response within 8 weeks. For payment disputes, they should respond within 15 business days (or 35 for exceptional cases). If they miss these deadlines, you can immediately refer to the Financial Ombudsman.
What is the Financial Ombudsman Service? ▾
The FOS is a free, independent service that resolves disputes between consumers and financial businesses. If your bank rejects your complaint or doesn't respond within 8 weeks, you can refer to the FOS. They can award compensation up to £415,000 and their decisions are binding on the bank.
Can I get bank charges refunded? ▾
Unfair or unlawful bank charges can be challenged. While a 2009 Supreme Court ruling limited challenges to overdraft fees on current accounts, charges that weren't clearly disclosed, or that were applied in error, can still be challenged successfully through a complaint letter.

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