General banking - Complaint not responded to
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Lets you know when to escalate your complaint
If you’re not satisfied with the initial response from the organisation you have an issue with, our escalation process will let you know when you can raise your complaint to the next level of seniority and, ultimately to an ombudsman or regulator, where appropriate.
If the bank hasn't acknowledged your complaint after 3 days, you can raise your concern with your bank via Resolver and explain your issue and when and how you lodged your initial complaint, this will give them the chance to put things right for you. It also ensures that the bank is aware of the problem so, if appropriate, they can rectify the issue and prevent it from happening to others. It can sometimes be frustrating when your issue is not addressed or not responded to, so ensure you are clear and focused on what the problem is and the resolution that is needed.You should know
- You are entitled to friendly and efficient service from all banks and their staff members, if you feel you are not receiving the best service, you have a right to demand better service and can complain to the bank’s management.
- You are fully responsible for your personal banking information, make sure you keep that information secret.
- You have the right to switch banks if you are unhappy and your bank if obliged to make that process as easy as possible for you.
- You must cooperate with your bank when you are reasonably asked for identification and verification documentation so yours and your bank’s interests are protected.
- After 20 working days, you can escalate your complaint to the Ombudsman for Banking Services
The move to mobile and internet banking has saved a lot of us time and paperwork, but it has not eliminated the thousands of banking issues or problems that we encounter daily. As with many other issues, problems with your bank are always best dealt with as soon as possible - it will be helpful to familiarise yourself with your basic banking rights. If you feel you are not being treated fairly by your bank, you can easily lodge your complaint through Resolver and if needs be, we will help you escalate your issue to The Ombudsman for Banking Services.
Customer service problems
As a client of your bank, you have a right to demand quality service and the timely performance and completion of services rendered to you.
My bank gives me bad service and does not treat me well as a customer
You are entitled to friendly and efficient service from your bank and its staff members, if you feel you that are not being treated the way you should be or that you are not receiving the best service, you should raise a complaint with the bank’s management right away. If your complaint hasn’t been acknowledged after 3 business days, you can raise your issue through Resolver.
I am tired of my bank giving me poor service, can I switch my bank account?
You are entitled to switch your bank account if you are not happy with the service that you receive from your bank. Your bank cannot make it difficult for you to switch your bank account and if this is the case you can complain to the Ombudsman for Banking Services, using Resolver.
When switching your bank account, you must give your old bank a clear instruction to close your account. It is usually recommended that you do this in writing in case an issue arises, that way you’ll have written proof of and when you gave the instruction. It is advisable to inform your old bank to keep the old account open for at least 6 weeks, so that you can make sure that all your transactions have been switched to the new account. Also, leave sufficient money in the old account for any transactions that may go through that account in the interim.
General Banking issues
Whether you prefer online and mobile banking or the traditional sometimes tedious method, you are protected and entitled to a seamless experience- you should be free to report any discrepancies and inconveniences to your bank and have them looked into and resolved to your satisfaction.
What do I do if the branch in my area isn’t up to standard?
If the ATM is faulty or the branch facilities are unsafe, inadequate or not available, you should raise your issue with the branch’s customer service department immediately. If you are not satisfied with how they’ve handled your issue, you can lodge a formal complaint through Resolver. If you are still unsatisfied with the resolution we can help you escalate your complaint to the Ombudsman for Banking Services.
I have issues logging in to my account
If you have issues logging into your mobile or internet banking, double check your details to make sure you’ve entered the correct information. If you have done so contact your bank immediately, as your account may have been compromised. If you have forgotten your password/PIN, select the “forgot PIN” option to reset your password or contact your bank and ask for assistance.
If you notice any activity or transactions on your account that you did not effect, you must contact your bank immediately and explain what your issue is, such issues could include a double charge, unknown charge or incorrect charge. Keep records of these transactions and include dates and amounts.
If you have an issue with your bank’s rewards programme, whether it is rewards that you haven’t received, incorrect rewards’ level or invalid vouchers, you should contact your bank immediately and explain your issue. Take note of the dates on which the rewards were effective and of expiration dates.
Why does my bank want me to verify my details?
If yoYour bank is obliged by law to verify your identity when you seek to open an account. This is necessary to protect the bank's customers, the public and the bank itself against the misuse of the banking system. You will therefore be requested to provide your bank with the relevant identification and verification documents when you first open an account.
Your bank may also require you to update the identification and verification documentation on a regular basis, including when there is a change in your circumstances (e.g. change of name upon marriage, change of residential address, or change in company details). You should cooperate with your bank and give them the required information so that your account is not frozen.
Bank account and cards
Your bank account and cards are very important and sensitive and your bank should afford you protection from the liability of them being compromised in any way. You are also, however, responsible for protecting your details. You should contact your bank if you feel your account is no longer secure.
Sharing your card and banking PIN
You must never disclose your PIN, or other unique means of personal identification to anyone, including an employee of the bank- this will make you responsible for any transactions that take place on your bank account as a result. You must contact your bank as soon as your card or PIN has been compromised in any way.
Lost or stolen cards
As soon as you realise your bank card has been stolen or is lost, contact your bank to cancel the card. Failing to do this may result in unknown or unauthorised transactions. Take note of the time you lost your card or when it was stolen so that your bank will know you didn’t authorise any transactions that occurred after that time, in this way you won’t be held liable for those payments.
Can my bank decline to grant me credit?
Depending on their internal processes, a bank can decline to grant you credit. If your bank has refused to grant you credit or declined your application for credit, you have the right to ask the bank for the main reason for refusing to grant credit to you and your bank must give you those reasons in writing.
I can’t afford repayments, will my bank help me?
If you are struggling to meet your financial obligations, it is advisable that you contact your bank and discuss your difficulties with them- they will help you make an arrangement for you to settle your debt. Do not ignore any communications from your bank.
Alternatively you may consult a debt counselor.
What do I do if my issue has not been resolved?
If you feel that the bank has not provided you with a satisfactory resolution, then 20 days after raising the complaint to the bank, Resolver will help you escalate your complaint to The Ombudsman for Banking Services and get your matter resolved fairly.
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