Access to banking

What if I remain unhappy with the decision or service?

If you are not happy with a decision a bank has made about your account or a transaction the best first course of action is to speak to your bank. Banks are customer-focused organisations and staff are on-hand to deal with any concerns or queries you may have.

If following any discussion you are still not happy with a decision you should raise a formal complaint. This can be done in writing or over the phone and in this you should outline as much information as possible about your case.

After this, if you still feel that a bank has not handled your case fairly you can contact the Financial Ombudsman Service who will be able to look into your complaint for you.

To do this go to and fill out your details. The Ombudsman will then look into your case with you and your bank.

The Business Banking Resolution Service (BBRS) is an independent, not-for-profit resolution service to help small and medium sized businesses resolve disputes with their bank for free. Participating banks are Barclays Bank, Danske Bank, HSBC UK, Lloyds Banking Group, NatWest Group, Santander UK plc, Virgin Money. For more information, please visit: