How to complain about a bank, credit card or loan company (UK)

1. Complain to the bank or lender first

Complain to the bank or lender by its complaints form, secure message, phone or letter. Say it is a formal complaint and ask for a final response. Include: account, card or agreement number; the transactions or decisions you dispute, with dates and amounts; why you think it is wrong; what you want: a refund, interest added, a corrected credit file or the charge removed.

2. How long to wait

The firm has up to 8 weeks for most complaints. For fraud, scams and payment services (transfers, direct debits, e-money) it has only 15 days. You can escalate sooner if you get a final response.

3. Escalate to Financial Ombudsman Service

Within 6 months of the date on the final response. It is free. It can: pay you a set amount or cover your costs; add interest (Bank of England base rate plus 1 percentage point, time-weighted, for cases from 1 January 2026); correct your credit file; awards up to £455,000 for complaints referred on or after 1 April 2026 about acts on or after 1 April 2019. financial-ombudsman.org.uk/consumers/how-to-complain

Who does not handle your complaint

The FCA regulates banks and lenders but does not resolve individual complaints. The Financial Ombudsman Service does.

Where to escalate and the time limits

Time limits run from the date shown in each row. Keep the final response or deadlock letter, because the ombudsman will ask for it.

Evidence to keep

Statements showing the transactions. Your agreement or account terms. Letters and secure messages. Notes of calls. The final response letter.

Also worth knowing

Paid for goods by credit card? Section 75 can make the card company liable for a single item over £100 and up to £30,000.

Also worth knowing

If the firm has gone out of business, the Financial Services Compensation Scheme (FSCS) handles claims instead, also free.

Guides and definitions

• Section 75 or chargeback: which should you use to get your money back? (Guide)
• Chargeback (A chargeback asks your card provider to reverse a debit or credit card payment under Visa, Mastercard or American Express rules, usually within about 120 days.)
• Ombudsman (An ombudsman is a free, independent body that settles complaints against companies or public bodies once the organisation has had its chance to put things right.)
• Section 75 (Section 75 of the Consumer Credit Act 1974 makes your credit card provider jointly liable with the seller for a single item costing over £100 and up to £30,000.)
• Deadlock letter (A deadlock letter is a company's written final answer to your complaint, which lets you go straight to the ombudsman instead of waiting the usual 8 weeks.)

Get your route with dates and a letter

Complaints about something else

• Energy (gas and electricity) (UK)
• Broadband, landline and pay TV (UK)
• Mobile phone (UK)
• Insurance (UK)
• Pensions (UK)
• Investments or financial advice (UK)
• Flights and airlines (UK)
• Trains (UK)
• Parcels and post (UK)
• Online shopping or a shop (UK)
• Council services (UK)
• Housing association or council housing (UK)
• Private landlord or letting agent (England) (UK)
• NHS in England (UK)
• Water (England and Wales) (UK)

All complaint guides · Get your route with dates and a letter

Common questions