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If you have
sent a Step 1 or 2 letter to your bank and have received no
acknowledgement or meaningful response, you are entitled to send a
formal letter of complaint. If the bank fails to respond
to your complaint - and provide a meaningful response to your claim
for a refund of unfair charges - then you are then legally entitled
to lodge a formal complaint with the UK Financial Ombudsman.
The Ombudsman
has legal powers, can award you compensation, can require the bank to
respond, and is free to use.
If your bank
does not respond after 5 working days, you may wish to lodge a formal
complaint with the Financial Ombudsman. You can download the Ombudsman's
complaint form here (you need to scroll down).
You can only
complain to the Ombudsman if you first complain to the bank and have
received no response or an unsatisfactory reply.
Remember your
complaint is about the bank's failure to respond; and the fact this
failure to communicate is a barrier to securing a refund of unfair
penalty charges.
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