Problem with a Bank: Complaint and Assessment

United Kingdom

1. Complaint to the bank — Immediately, in writing. For payment services the bank must give a final response within 15 business days (35 in exceptional cases).
2. Financial Ombudsman Service — After the final response or once the deadline passes, within 6 months. Free for consumers and small businesses; the client or a representative files.
3. Data subject access request — In parallel. Under UK GDPR the bank answers within a month; often the only way to learn the real grounds.

Deadlines: From 28 April 2026 the bank gives consumers and micro-enterprises 90 days and detailed reasons on new contracts; older contracts get 2 months. Exception: suspected financial crime. Final response to a payment complaint: 15 business days. Ombudsman filing: within 6 months of it.

EU

1. Complaint to the bank — Immediately, in writing. For payment services a reply within 15 business days under PSD2; other matters follow national law.
2. National ombudsman or ADR body — After the bank replies. Every EU country has its own out-of-court body for bank disputes; filing is free.
3. Data subject access request — In parallel. Under GDPR the bank answers within a month.

Deadlines: Reply to a payment complaint: 15 business days. Closure notice periods follow the contract and national law, usually two months for consumers.

Switzerland

1. Written complaint to the bank — Immediately. The bank must state its position in writing; the ombudsman needs it before taking the case.
2. Swiss Banking Ombudsman — After the bank's written reply. Free for clients of Swiss banks; FINMA does not resolve individual disputes.
3. Data access request — In parallel. Under the data protection act the bank answers within 30 days.

Deadlines: The closure notice period follows the contract; a data access answer takes 30 days; the ombudsman sets no hard filing deadline but needs the bank's written reply.

Singapore

1. Complaint to the bank — Immediately, in writing. Through the complaints unit; a final reply is needed for the next rung.
2. FIDReC — After the bank's final reply. The dispute resolution centre for individuals and sole proprietors; MAS does not adjudicate disputes.
3. Data access request — In parallel. Under the PDPA the bank answers within a reasonable time, usually 30 days.

Deadlines: FIDReC after the bank's final reply; the bank's own procedure sets its reply time, usually up to four weeks.

Hong Kong

1. Complaint to the bank — Immediately, in writing. Every bank has a complaint-handling procedure; keep the reference number.
2. HKMA — If the bank does not respond or breaks the rules. The regulator reviews the bank's conduct but does not award compensation.
3. Financial Dispute Resolution Centre — After the bank's final reply. Mediation and arbitration of monetary claims for individuals and small businesses.
4. Data access request — In parallel. Under the PDPO the bank answers within 40 days.

Deadlines: Data access answer: 40 days. FDRC after the bank's final reply, within the centre's filing window.

USA

1. Complaint to the bank — Immediately, in writing. For a neobank the sponsor bank holds the account: address the complaint to it as well.
2. CFPB — If the bank does not answer on the merits. A public complaint database; the company must respond within 15 days and the applicant sees the response.
3. The bank's regulator — When rules are broken. OCC for national banks, FDIC or the Fed plus the state regulator for the rest.

Deadlines: Company response to a CFPB complaint: 15 days. Closure timelines follow the account agreement; FDIC insurance covers up to $250,000 per bank.

UAE

1. Complaint to the bank — Immediately, in writing. Through the complaints unit; response times follow the CBUAE consumer protection rules.
2. Sanadak — After the bank replies. The independent ombudsman for banking and insurance disputes.

Deadlines: Bank response times follow the CBUAE consumer protection rules; Sanadak takes the case after the bank replies.

Other jurisdiction

1. Written complaint to the bank — Immediately. Ask for the reasons, the basis and the timeline; get a reference number.
2. The regulator or ombudsman of the bank's licence — After the bank replies. The rung depends on the licensing country; we confirm it for the specific bank.
3. Data access request — In parallel. Where a data protection law applies.

Deadlines: Deadlines depend on the bank's licensing country; we confirm them for the specific bank.

Account frozen

1. Ask the bank in writing for the reason, the legal basis of the freeze and the expected review timeline.
2. Do not move funds from other accounts fed by the same source and do not open new accounts "just in case": it reads as evasion.
3. Assemble a file for the flagged transactions: contracts, invoices, statements, origin of funds with dates and amounts.
4. If payroll or critical payments are blocked, request a partial release against specific documents.
5. Keep every exchange in writing and keep copies; confirm calls by email.

Closure notice

1. Check the notice for the period and the reasons: where the law requires an explanation, its absence is itself a ground to complain.
2. Ask in writing for the reasons and a review of the decision, attaching documents that remove the likely trigger.
3. Open a backup account at another bank now: do not wait for the current one to close.
4. Export statements and transaction confirmations for the whole period: access gets harder after closure.
5. Clarify how and when the balance will be transferred and obtain a closure letter for the next bank.

Document request

1. Break the request down: what exactly is asked, for which period and in which form.
2. Answer in one package: a document for every item, with a short narrative of the origin of funds and the logic of the transactions.
3. Check that dates, amounts and counterparties in the narrative match the statements: discrepancies are noticed first.
4. If the deadline is short, ask in writing for an extension and say which documents are already ready.
5. Do not send documents piecemeal and do not change the story between letters.

Payment stuck

1. Get the payment reference and its status in writing: is it held by your bank, a correspondent or the beneficiary bank.
2. Ask which documents lift the hold and send them in one package.
3. Contact the beneficiary: their bank may be asking them, not you.
4. Screen the counterparty and the payment purpose for sanctions matches before resending.
5. If the payment is returned, clarify the return rate and fees in advance.

Application refused

1. Ask in writing for the reason: some banks and regimes must give it.
2. Compare your profile with whom the bank actually accepts: company jurisdiction, beneficial owner residence, activity.
3. Prepare the file for the next application: structure, origin of wealth, expected flows, counterparties.
4. Do not apply to several banks at once with different descriptions of the business.