Make a complaint
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We’re here to help resolve your complaint quickly and fairly.

If you’re unsure whether you want to make a complaint, that’s okay – just get in touch.

How to contact us 

You can:

We’ll help you figure out what to do next.

If you need special assistance

We can provide support if you need help communicating with us or understanding the process. See: special assistance.

 

Early resolution service

Our early resolution service can help you and your bank work together to resolve your complaint.

When we receive your complaint, the following happens:

We send your complaint to your bank

We refer your complaint to your bank to allow it to respond fully. Your bank must have a reasonable opportunity to try to resolve your complaint before we get more involved. See: making a complaint to your bank.

Your bank will contact you with its response.

We provide advice to help you and  your bank

You can contact us to discuss your bank’s response and any outstanding concerns you may have.

Where we can, we’ll provide advice and share information, such as:   

If your bank has made an offer to resolve your complaint, you can contact us for advice. If you accept the offer, that is the end of the matter. You can’t raise the complaint again with the bank or us.

If you’re not happy

If you’re dissatisfied with your bank’s final response or if it has been more than two months since you made your complaint, you can ask us to formally consider your complaint. You need to contact us within three months of receiving the bank’s final decision.

 

Disputes service

If you ask us to formally consider your complaint, we take a closer look. See how we consider disputes for full details about how this works. But in short:

We gather information

One of our team will review your complaint and confirm that it is something we can consider. See: what complaints we can and can’t consider.

If we can look into your complaint, we’ll gather information from you and the bank.

We try to facilitate a resolution

We attempt to get both sides to come to an agreement that will resolve the dispute. This could include a facilitated settlement, or we may give our view on what is a fair outcome.

We make a decision

If we can’t get you and the bank to reach an agreement, we’ll make a decision. You and the bank will have the opportunity to respond to our views before we make a final decision. If we find the bank was at fault, we’ll recommend how to resolve the complaint. See: compensation and other remedies. 

Neither you nor the bank can appeal against our final decision.

You decide what happens next

If you accept our decision, it’s binding on the bank, and the complaint is resolved.

If you do not accept our decision, you can pursue your complaint through any other avenues you feel are appropriate.

 

Make a complaint