Complaining about Bank Charges

Advice on the necessary steps required for complaining about bank charges

The level of people complaining about banks has increased in the last 12 months. In some cases, customers have run up hundreds of pounds in charges after going just a few pence overdrawn.

The numbers of those complaining about bank charges is expected to increase this year, and the bank regulators are warning banks to start acting fairly when handling claims for compensation.

The steps to go through for complaining about bank charges

Contact your bank branch or service provider either in person, by telephone, or in writing. If you have a complaining about bank charges but you haven't told the bank about it, then they won't know how to correct it. In line with the Banking Code all banks have their own internal procedures for complaining about bank charges.

The best way to start is to:

talk to your bank and if you telephone or visit, get the name of the person you speak to when you are complaining and make a note of the date and the response, as these may be important when complaining about bank charges. Banks are keen to resolve any problems quickly but if this feels uncomfortable customers can write;
write to your branch manager, keeping a copy of your letter - then, if the complaint later has to be dealt with by someone else, there is no danger of getting confused over the facts;
the bank will tell you how long it takes for them to acknowledge your complaint;
explain exactly the facts of what happened, or did not happen. However upset you are, it is wise to avoid becoming emotional or using threatening language. This will not help either you or your bank to reach a satisfactory conclusion and could create further difficulties when complaining about bank charges. Remember, the staff in your branch are human too, and can sometimes make mistakes;
ask the manager or a senior bank officer to look into your complaint and reply in writing to you within a reasonable timescale (say, two weeks). This will give them enough time to investigate the problem properly, but still handle it with urgency.

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Complaining about Bank Charges

Advice on the necessary steps required for complaining about bank charges

The steps to go through for complaining about bank charges

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