Complaints procedure

[woad]

Looking for clarification concerning how banks handle customer complaints.

 

1. Am I correct in believing that a bank has to acknowledge a complaint, in writing, within 5 working days, regardless of whether that complaint is made in writing or verbally (e.g. during a call to phone banking)? If so, where can I find the relevant regulation or code of practice?

 

Looking about online I can only find reference to the bank having to investigate and respond to a complaint within 8 weeks.

[citizenB]

It would almost certainly come under the Banking Code. I have attached some information below for you in respect of making a complaint to your Bank. Whilst it advises that they MUST respond within 8 weeks, it doesn't actually say if they should acknowledge your complaint within a given time.

 

If your complaint is about a bank or building society, check whether it has signed up to the Banking Code. Although this code is voluntary, it sets out how the financial organisation should deal with complaints. You can obtain a copy of the code from your bank or building society or from the British Bankers' Association (020 7216 8800; http://www.bba.org.uk)

 

 

 

 

http://www.telegraph.co.uk/finance/personalfinance/consumertips/banking/7658617/How-to-successfully-complain-against-banks.html

[silverfox1961]

Hi

 

I have just looked at the lending code and there is nothing about a 5 day response. It may be that some banks will respond quickly as a courtesy but no obligation to do so. I also cannot see anything on the Santander website.

 

They do have up to 8 weeks to resolve the complaint.

[woad]

Many thanks people