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Complaint to a Financial Regulator About a Bank or Lender After Internal Review

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Write a complaint to the financial regulator or ombudsman about a bank or lender after its own final response did not resolve the problem.

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Write a complaint to the financial regulator or ombudsman about a bank or lender after its own final response did not resolve the problem. What I will tell you: firm [FIRM_NAME], account or reference [ACCOUNT_OR_REFERENCE], what happened and the amount involved [WHAT_HAPPENED_AND_AMOUNT], dates of my complaint and its final response [COMPLAINT_AND_RESPONSE_DATES], what the firm said and why I disagree [FIRM_POSITION_AND_MY_VIEW], the outcome I ask for [DESIRED_OUTCOME].

Please have the letter be organised under short headings: who I am complaining about, what happened in date order, what I already did to resolve it, why the response was not enough, what I ask the regulator to look at, and a list of enclosures. It should state facts, not allegations of law.

Gather before drafting: My complaint letter and the firm's final response with dates, statements or contracts showing the amounts, call or chat records, and a one-page summary so the case handler can read it quickly. What I can realistically request: A review of the case, a recommendation or decision, an apology or redress where the scheme provides, or a clear statement that the matter is outside the regulator's powers so I can choose another route. A typical reply: Schemes often reply that they can only take certain complaints and may ask for the firm's final response letter or a waiting period; reply by supplying the dates and asking for the specific eligibility rule if they decline [VERIFY] the scheme's time limits and rules in [JURISDICTION].

First build a dated timeline for the complaint to a financial regulator about a bank or lender after internal review (date, what happened, proof), note what is missing, and then draft the letter from it. Deliver the letter with a short cover note, around 50 words, and next an if-ignored ladder (send the complaint with the final response, then answer information requests promptly, then ask for a written decision), plus a list of exhibits (complaint letter, final response, statements, records, one-page summary). Submit the letter through the official portal or form if one exists, and save a copy of every field I entered and note their stated response time.

Write this as myself, not on anyone's behalf, with no invented titles. Stay calm, plain and courteous, with no threats beyond lawful steps, use only the date in [DEADLINE], and flag what I cannot prove. Name no legal rule you cannot source from my input; use [JURISDICTION] and [RELEVANT_LAW_OR_POLICY_IF_KNOWN] only as I give them, and remind me to check the law with a qualified adviser. This is drafting help, not legal advice.

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Subject: Complaint about Northfield Bank, ref NB-22018, final response dated 14 August
I am complaining about a 640 pound fee charged on 2 June to my current account after the bank closed my savings account early. I complained on 20 June and received the bank's final response on 14 August, which refused a refund, saying the terms allowed the charge. I disagree because the closure notice I received on 10 May said no fees would apply.
I ask you to review whether the charge was fairly applied. Enclosed: the notice, statements, my complaint and the final response, and a one-page timeline.

• regulator