What happens if you think your bank's made a mistake and they don't sort it out? Where can you go for further information? In this section we'll give you pointers to get you on the right track.

What to do if you think you want to make a complaint?

• First contact your bank/building society. It's often best to write in, but if you call, get a note of who you speak to.
• If you write in, enclose copies of all the relevant information so it saves sending them in later. If you phone, you'll probably be asked to send in the information.
• If you aren't happy with the response you get, ask for the details of the firm's complaints process and follow it. Many firms have the processes detailed on their websites.
• If you have followed the firm's complaint process and still aren't happy, the next step is to contact the Financial Ombudsman.

Financial Ombudsman

The Financial Ombudsman is an independent body, which deals with disputes between customers and financial firms.

• You need to follow the firm's internal complaint process before the Financial Ombudsman can help you.
• The service is free.
• They can look at lots of different complaints like insurance, pensions and banking, mortgages and investments.
• If they investigate your complaint and come to a finding, the company you are complaining about has to accept the decision of the Ombudsman, but if you're not happy, you can still take your complaint to court.

For more information visit the Financial Ombudsman website (opens in a new browser window).

Financial Service Authority

The FSA has a booklet with information on how to complain and details of the relevant bodies.

Visit the FSA website (opens in a new browser window) to download a copy, or call the FSA Consumer Helpline on 0845 606 1234.

Banking Code

Banks and building societies follow a voluntary code, called the Banking Code. This sets out standards for dealing with customers and giving you information.

You can get copies of the Banking Code from any branch or building society.

You can also get copies from:-

• British Bankers Association (opens in a new browser window) - Pinners Hall, 105-108 Old Broad Street, London EC2N 1EX Tel: 020 7216 8800
• The Building Societies Association (opens in a new browser window) - 3 Savile, Row, London W1S 3PB Tel: 020 7437 0655
• Banking Code Standards Board (opens in a new browser window) - 33 St James's Square, London SW1Y 4JS

Web links

Lists of lots of useful sites for you to visit if you want more information.

Financial Ombudsman (opens in a new browser window)

For help on how to complain to your bank or building societies.

British Bankers Association (opens in a new browser window)

Has lots of useful information and fact sheets on lots of financial areas. You can also get copies of the Banking Code.

The Building Societies Association (opens in a new browser window)

Has lots of useful information and fact sheets on financial areas. You can also get copies of the Banking Code.

Financial Services Authority (FSA) (opens in a new browser window)

Packed with lots of information on different financial products and has downloadable fact sheets too.

Banking Code (opens in a new browser window)

Banks and building societies follow a voluntary code, called the Banking Code. This sets out standards for dealing with customers and giving you information. You can get copies of the Banking Code from any branch or building society or from the website.

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