The Banking Ombudsman Scheme offers a dispute resolution service for complaints about banks that are members of the scheme. We are committed to providing excellent service. We welcome feedback on our service.
Sometimes we receive complaints about the service we provide. Below is a summary of how we respond to these complaints.
What you can complain about
You can complain about the service you receive from us, for example, about the way we have handled a complaint, or about the conduct of staff, including the Banking Ombudsman. Please be specific about your service concerns.
We cannot consider a complaint that is simply an expression of dissatisfaction with a complaint outcome.
Decisions are final and this complaint procedure is not an appeal or reconsideration process.
Timeframe to make a complaint
If you have a complaint about the service you received from us, you should raise it within three months of the event giving rise to your complaint.
How to complain
You can make a complaint about our service to any staff member. If you would prefer, you can address your complaint to the Banking Ombudsman and send it to [email protected].
How we handle complaints
We will acknowledge receipt of your complaint within five working days. When we do this, we will tell you how we will deal with it.
This process will usually involve the manager of the area of the organisation your complaint relates to reviewing your concerns and providing a response. We will ensure someone who was not previously involved in your case reviews your concerns.
We aim to respond to complaints about our service within 20 working days. If we need more time to respond we will let you know and tell you when we expect to respond.
Our response to your complaint will tell you the issues we have considered, our findings, and any steps we will take to address your concerns.
Accountability
We report the details and outcome of all complaints about our service to our board. Although the board cannot change the outcome of your case, reporting complaints in this way helps them ensure our service is well-run and effective.