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<p>The Government believes that any dispute arising between banks and their customers
is usually best resolved by the parties involved. If a customer wishes to pursue a
complaint, their first recourse is through the bank's official customer complaints
procedure. The Financial Conduct Authority (FCA) requires banks to properly investigate
all complaints and, through ongoing supervision, it continues to monitor the banks'
complaint handling processes.</p><p> </p><p>If a customer is not satisfied with their
bank's response to their complaint, then they may wish to consider an approach to
the Financial Ombudsman Service (FOS). The FOS provides a free, independent dispute
resolution service for bank customers, including eligible small businesses.</p><p>
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