Banking and payments
We receive complaints from customers about a range of businesses that provide banking and payment services, including banks, building societies and payment transfer businesses.
Our general approach to complaints about banking and payments
We’ll look at the facts and circumstances of each individual complaint. We’ll listen impartially to both the customer and the business when deciding what’s fair and reasonable in the circumstances.
We follow the Financial Conduct Authority (FCA) rules about dispute resolution (DISP). And we’ll take into account any relevant laws and regulations, regulators’ rules, guidance and standards, and codes of practice. These may include the:
- Banking Conduct of Business Sourcebook (BCOBS)
- Payment Services Regulations
- Standards of Lending Practice
We’ll also take into account other things, such as:
- whether – and how – you’ve tried to put things right
- what you’ve done to support your customer if they’re in financial difficulty
- the terms and conditions of your customer’s account
- good industry practice at the time
Complaints we deal with
To find out more about how we approach specific types of complaints, choose the relevant area below:
More information for financial firms
- How we resolve complaints
- Before we get involved
- Time limits for businesses
- What to send us when we're dealing with a complaint about your firm
- Look at our complaints data
Businesses and consumer advisers can contact our Business Support Hub for information on how the we might look at a complaint, or for guidance on our rules and how we work. We also work with businesses and other organisations to help prevent complaints.
