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- Claim to your bank for a refund after a bank transfer scam (UK)For a personal customer tricked into sending money by bank transfer to a fraudster — a fake investment, a purchase that never existed, a caller pretending to be the bank or the police. Under the reimbursement rules for authorised push payment scams, your bank must normally refund payments made by Faster Payments or CHAPS since 7 October 2024, up to £85,000, if you claim within 13 months of the last payment. The letter makes the claim in writing and asks for a decision; if refused, the Financial Ombudsman Service is free.
- Complaint to your bank or another financial firm (UK)For a customer with a complaint about a bank, building society, credit card company, lender, pension or investment firm — a charge, a refused or wrong payment, poor service, a mistake or a mis-sold product. The letter is the formal complaint the FCA's rules require the firm to answer: within 15 business days for most payment-services complaints, and within eight weeks otherwise. After its final response, or once the time has passed, you can take it free to the Financial Ombudsman Service within six months.
- Complaint that a loan or credit card was unaffordable when you got it (UK)For a borrower who was given a loan, credit card, overdraft limit, car finance or catalogue credit they could not repay without hardship. FCA rules require a lender to check creditworthiness and affordability before lending or raising a limit (CONC 5). The letter complains that the checks were not proportionate, sets out your finances at the time, and asks for interest and charges to be refunded and your credit file corrected. The lender has eight weeks; then the Financial Ombudsman Service is free.
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