This
is a voluntary code which has been adopted by members of the main banking associations.
The formal 'code' deals with personal banking only, but some banks also issue business banking codes of practice.
(We use "Banks" in this DataSheet to include Building Societies and other card issuers)
If you feel that you are being dealt with unfairly by your bank, or you have some complaint or problem with the services you have received, you should first try to settle the matter with your bank.
If you are unable to reach an agreement, you can ask for the matter to be referred to the Banking Ombudsman for a decision which is binding on the bank.
There seems to be some confusion about the operations of the Code, and a certain lack of knowledge amongst customers and banking staff as to how the procedures work.
We therefore suggest a program as follows -
Some banking staff appear to disregard the complaints procedure required by the Code, and you may be approached by telephone or in writing by your branch office or another office to settle the matter.
Always ask if the person you are speaking to is dealing with the matter under the formal complaints procedure. If not, ask to be put in touch with the appropriate official. Don't be sidetracked.
You may find that some bank staff will suggest that their Regional or Head Office "will be far less sympathetic than I have been.." In an apparent attempt to avoid the complaints procedure being followed through.
If you are confident that your complaint is justified, ignore any such comments.
If at any time you have the impression that the Code of Banking Practice is not being followed properly as regards handling complaints, advise your bank that the matter will be reported to the BBA 'Independent Review Committee' who are responsible for enforcing compliance with the Code.
Unless your branch is able to satisfy your complaint, you will be referred to a Regional or District Office who may simply refer you back to the branch, or confirm that the branch decision is correct.
You again should use the paragraph above until you reach the Customer Services Director at Head Office, or another similar official who is the highest authority within the bank dealing with complaints.
If you are still not satisfied with the bank's proposals for resolving your complaint, you should ask for a Letter of Deadlock - a formal document in which the bank 'agree' that they cannot agree a settlement with you.
You may then take the matter to the Banking Ombudsman. If you have not been sent details of the Ombudsman scheme by your bank at this stage, ask them for the information.
If you do not hear from any office within the 14 days specified in the letter, approach the next level office yourself. The whole process should take six weeks - 14 days at branch, regional, and Head Office levels respectively.
If you have not resolved the matter within six weeks, go to the banking ombudsman direct.
LAST YEAR, AFTER WE ISSUED THIS ADVICE TO OUR CALLERS, THE BANKING OMBUDSMAN REPORTED A VERY SUBSTANTIAL INCREASE IN THE NUMBER OF REPORTS HE RECEIVED...
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