Complaints about our service

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

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. 

Who to complain to

You can complain to any staff member. If you would prefer, you can address your complaint to the Banking Ombudsman or Deputy Banking Ombudsman - Resolution.

Resolving your complaint

When we receive your complaint, it is reported to the Banking Ombudsman. The Banking Ombudsman or Deputy Banking Ombudsman - Resolution will contact you within five working days to try and resolve the matter.