How to complain about a bank in the UK?

Financial businesses, such as banks and debt collectors, deal with thousands of people who owe them money every year. The truth is that service standards are not always acceptable, and complaints do happen. This might be due to poor communication, how they have treated you, or even overcommunication. Perhaps you feel harassed.

Here's the thing that gives your complaint real power: when a complaint is escalated to the Financial Ombudsman Service, financial businesses may incur a case fee depending on how the complaint is handled and the number of cases they receive.

This is one reason many firms prefer to resolve complaints directly with you before they reach this stage.

It’s important to remember that, as a consumer, this service is completely free to use.

The Scale of UK Financial Complaints

The numbers tell the story of just how common these issues are:

The Financial Ombudsman Service received 305,726 complaints in 2024/25 – the highest level in six years.

This highlights an important point: complaints about financial services are more common than many people realise. Each year, a significant number of cases relate to banking, credit, and debt-related issues.

You're definitely not alone in feeling frustrated with how you've been treated.

No matter what your complaint is, it should be taken seriously. If you remain unhappy with the outcome, you can escalate it to the Financial Ombudsman, an organisation set up for this purpose.

What Counts as Unacceptable Behaviour

Many people in financial difficulty report feeling overwhelmed by the frequency or tone of creditor contact. Signs of poor treatment can include:

• Excessive contact: Frequent or repeated contact that feels overwhelming or unnecessary.
• Inappropriate timing: Early morning, late night, or repeated daily calls.
• Threatening tone: Communications that feel intimidating rather than supportive.
• Ignoring your circumstances: Not taking into account your financial situation, vulnerability, or mental health.
• Pursuing you on social media: Using platforms like Facebook or X inappropriately.

While not all persistent contact is considered harassment in a legal sense, excessive or aggressive communication may breach regulatory rules and, in more serious cases, could be considered harassment under UK law.

Under the Financial Conduct Authority (FCA) rules, firms must treat customers with forbearance and due consideration, and ensure that communications are clear, fair, and not misleading.

If you're looking to complain about a creditor, debt collector, or other financial business, we have eight steps to ensure you manage the complaint using the correct procedure.

Step 1 – Complain to the Business

Before you contact the Financial Ombudsman, you will need to send a complaint directly to the business in question, allowing them to resolve your issue.

At The Real Debt Guy, we always suggest submitting your complaint in writing to ensure you have a clear record of what has been communicated, but you can also make the complaint over the phone if you'd prefer.

Step 2 – Business Confirms Receipt of Your Complaint

You will receive a response acknowledging your complaint along with an overview of the complaint process.

Step 3 – Business Responds to Your Complaint

After acknowledging the complaint, the business will generally need to respond within eight weeks. In this response, they should inform you whether your complaint has been upheld.

Alternatively, they may respond by requesting more time. If this occurs, they should explain why and tell you when they will be able to respond.

Step 4 – Final Response Letter

If the business does not resolve your complaint to your satisfaction, they should issue a final response letter within eight weeks. This letter allows you to escalate the matter to the Financial Ombudsman Service if needed.

If they are unable to provide a final response within this timeframe, they must explain the delay and inform you of your right to take the complaint to the Financial Ombudsman.

Step 5 – How Do I Contact the UK Financial Ombudsman?

If you're unhappy with the outcome after going through the creditor’s complaint process, you can escalate your complaint to the Financial Ombudsman. You must raise your complaint with the Financial Ombudsman within six months of receiving the creditor's final response letter; otherwise, you risk missing the chance to do so.

When you take your complaint to the Financial Ombudsman, you can do so over the phone or in writing. Once again, we always recommend communicating in writing so you have a record.

Key 2024/25 Statistics:

• The Financial Ombudsman upheld 34% of the complaints they resolved.
• 72% of cases were resolved within six months.
• The service is completely free for consumers.

Step 6 – The Financial Ombudsman Confirms Receipt of Your Complaint

The Financial Ombudsman should contact you within ten working days of receiving your complaint. They will first check if they can deal with your complaint and verify whether all other requirements concerning your complaint have also been met.

Step 7 – Financial Ombudsman Completes an Initial Assessment

Next, the Financial Ombudsman will conduct an initial assessment by evaluating the complaint from both your and the business's viewpoints. After this assessment, they will provide an initial view on the outcome of your complaint, based on both your perspective and the business’s. If either side disagrees, the case can then be referred to an Ombudsman for a final decision.

This process can take several months, depending on the case's complexity, and in some instances, it may take longer. The Financial Ombudsman does not work to fixed timelines, so it’s important to be prepared for some waiting time.

Depending on the outcome of the initial assessment, you may be eligible for compensation if the Financial Ombudsman rules in your favour.

Step 8 – Request a Final Decision from the Financial Ombudsman

Now, if you or the creditor are unhappy with the outcome, either of you can request a final decision from the Financial Ombudsman. By making this request, the Financial Ombudsman will take a fresh look at the complaint and deliver a final verdict.

Still not satisfied with the outcome? If you're unhappy with the final outcome, you can take the case to court. At The Real Debt Guy, we never recommend this unless you are absolutely certain you will win and the potential financial gain outweighs the risk.

New Consumer Duty Requirements

Since July 2023, the Consumer Duty has enhanced protections for people dealing with debt collectors and banks. This means:

• Firms must test their communications to ensure they're not causing harm
• Vulnerable customers must be identified and supported appropriately
• There's a focus on good customer outcomes rather than just following processes
• Firms face robust enforcement action if they fail to meet these standards

Joint Regulator Action on Debt Collection

In March 2024, UK regulators, including the Financial Conduct Authority (FCA), highlighted concerns about debt collection practices, setting out and reinforcing expectations for firms to communicate appropriately and treat customers in financial difficulty with care and consideration.

Mental Health and Financial Difficulty

If you're struggling with mental health problems, you have additional protections:

• 50% of people behind on payments have had suicidal thoughts due to cost-of-living pressures.
• You may be eligible for a mental health crisis breathing space (up to treatment completion).
• Creditors must treat you more sensitively and reduce contact frequency.
• You can request warm handovers to debt advice services.

Breathing Space Scheme

Since May 2021, you may be eligible for:

• Standard breathing space: 60 days protection from creditor action
• Mental health crisis breathing space: Protection while receiving treatment
• During these periods, creditors cannot add interest or charges

The Real Debt Guy is a qualified financial adviser and a UK debt expert. The information in this article is considered to be true and correct at the publication date.