Problem with a Bank: Complaint and Assessment

United Kingdom

1. Complaint to the bank — Immediately, in writing. The bank must give a final response within 8 weeks, and within 15 business days (35 in exceptional cases) for payment services and e-money. Open to any client. primary source
2. Financial Ombudsman Service — After the final response or once the bank's deadline passes, within 6 months of the response. Free; the client or a representative files, and the decision binds the bank. Takes consumers, micro-enterprises, small businesses, smaller charities and trusts. primary source
3. Data subject access request — In parallel. Under UK GDPR the bank usually answers within a month; often the only way to learn the real grounds. A natural person's right; a company has none. primary source

Deadlines: On open-ended contracts entered into from 28 April 2026 the bank gives 90 days' notice of closure with detailed reasons; earlier contracts keep 2 months. Exceptions: customer due diligence that cannot be completed, reasonable suspicion of serious crime, a regulator's requirement. Final response to a complaint: 8 weeks; 15 business days for payment services and e-money. Ombudsman filing: within 6 months of the response, and no later than 6 years from the event or 3 years from becoming aware of it.

EU

1. Complaint to the bank — Immediately, in writing. For payment services a reply within 15 business days, in exceptional cases a final reply within 35 (PSD2 Article 101); other matters follow national law. Open to any client. primary source
2. National ombudsman or ADR body — After the bank replies. Every EU country has its own out-of-court body; the FIN-NET network points to the right one and passes on a cross-border complaint. Built for consumers: the ADR Directive covers a natural person's dispute with a trader. primary source
3. Data subject access request — In parallel. Under GDPR the bank answers within a month, extendable by two more. A natural person's right; a company has none. primary source

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. Addressed to management or the complaints office; the ombudsman needs the bank's written position before taking the case. Open to any client. primary source
2. Swiss Banking Ombudsman — After the bank's written reply. Free mediation; the ombudsman's proposals do not bind the bank, and applying does not suspend limitation periods. Takes any directly affected client, a private individual or a legal entity. primary source
3. Data access request — In parallel. Under the data protection act the bank generally answers within 30 days; the request is free. A natural person's right; a company has none. primary source

Deadlines: The closure notice period follows the contract; a data access answer generally takes 30 days; the ombudsman sets no filing deadline, but applying does not suspend limitation periods.

Singapore

1. Complaint to the bank — Immediately, in writing. Through the complaints unit. If the dispute is not resolved in 4 weeks, FIDReC can be approached without waiting for a final reply. Open to any client. primary source
2. FIDReC — After 4 weeks without resolution or after the bank's final reply, within 6 months of it. Filing is free; the adjudication fee is S$50 for individuals and sole proprietors, S$250 for small businesses. MAS does not adjudicate individual disputes. Takes individuals and sole proprietors and, for disputes arising from 1 July 2025, small businesses as well. primary source
3. Data access request — In parallel. Under the PDPA the bank answers as soon as reasonably possible; if it cannot within 30 days, it must state the response date in writing. A natural person's right; a company has none. primary source

Deadlines: FIDReC can be approached after 4 weeks without a resolution and no later than 6 months after the bank's final reply.

Hong Kong

1. Complaint to the bank — Immediately, in writing. Every bank has a complaint-handling procedure; keep the reference number and the date: the 60 days for the next rung run from it. Open to any client. primary source
2. HKMA — If the bank does not respond or breaks the rules. The regulator reviews the bank's conduct but cannot order compensation, interfere in commercial decisions or adjudicate disputes. Open to any client. primary source
3. Financial Dispute Resolution Centre — After the bank's final written reply or 60 days without one, within 24 months of first knowledge of the loss. Mediation first, then arbitration of monetary claims; the application fee is HK$200. Takes individuals, sole proprietors and small enterprises. primary source
4. Data access request — In parallel. Under the PDPO the bank answers within 40 days. A natural person's right; a company has none. primary source

Deadlines: Data access answer: within 40 days. FDRC: after the bank's final reply or 60 days without one, within 24 months of first knowledge of the loss.

USA

1. Complaint to the bank — Immediately, in writing. Regulators ask that the bank be tried first. For a neobank the sponsor bank holds the account: address the complaint to it as well. Open to any client. primary source
2. CFPB — If the bank does not answer on the merits. The Bureau forwards the complaint to the company, which generally responds in 15 days and finally within 60. The CFPB does not adjudicate or award compensation. Built for consumer products: a natural person's account for personal, family or household purposes. primary source
3. The bank's regulator — When rules are broken or an account is closed without cause. OCC for national banks, FDIC or the Fed for the rest; the Fed's service routes a complaint to the right regulator. The OCC separately invites complaints about accounts closed over lawful business activity. Open to any client. primary source

Deadlines: Company response to a CFPB complaint: generally 15 days, final within 60. The FDIC acknowledges a complaint within 14 days and a bank investigation generally takes 60. Closure timelines follow the account agreement.

UAE

1. Complaint to the bank — Immediately, in writing. Through the complaints unit. Sanadak takes the case once the bank has failed to resolve it: its page says 15 calendar days and the Central Bank regulation 30 business days, so confirm the period when filing. Open to any client. primary source
2. Sanadak — After the bank replies or its period runs out, within 3 years of the conduct or 2 years of awareness. The independent ombudsman for banking and insurance disputes; filing is free and the regulation sets no monetary limit. Takes natural persons, sole proprietors and small and medium enterprises. primary source

Deadlines: Sanadak: within 3 years of the conduct or 2 years of awareness. An appeal against its decision: 30 business days, and the AED 500 fee is refunded on success.

Other jurisdiction

1. Written complaint to the bank — Immediately. Ask for the reasons, the basis and the timeline; get a reference number. Open to any client.
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. Who the rung takes depends on the country: ombudsmen mostly work with individuals and small businesses.
3. Data access request — In parallel. Where a data protection law applies. A natural person's right; a company has none.

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.