Written Applications

A person wishing to make a complaint should first address his bank, requesting a written reply. Should that response be unsatisfactory, he may then contact the Banking Ombudsman by telephone or in writing. Most people initially seek advice by telephone. Many enquiries can be resolved directly, either by clarifying the situation or by explaining a complicated procedure step by step.

In more complex cases, the person raising the complaint is asked to give full details (see checklist). The Ombudsman will generally also need to approach the bank himself for an explanation to ensure that his final assessment is as comprehensive and objective as possible.

The Banking Ombudsman is free to take any steps he considers necessary before forming his own independent opinion, such as asking the bank for documents and information.