Banking - Current Accounts
Account frozen (AML/KYC); Account closure / debanking without notice; Unauthorised faster payment / misdirected payment; Direct debit taken without authority; Unauthorised overdraft fees (post-FCA 2020 reforms)
Mandatory ADR
Max award: £445,000 (from 1 Apr 2025)
8 weeks firm; FOS 6 months from final response
Uphold rate: 34% (FOS 2024/25)
Key Legislation
Payment Services Regulations 2017; Payment Services Regulations; PSR SI 2025 (90-day notice from April 2026) — Reg 75-77; BCOBS 2.1; DISP 1.6; BCOBS 2.1; Equality Act 2010 s.20; DISP 1.6
Complaint Route: Financial Ombudsman Service
Type: Ombudsman (binding on firm)
Max award: £445,000
Uphold rate: 34%
Average resolution: 180 days
Pre-conditions: Complain to firm first; firm has 8 weeks to resolve; then refer to FOS within 6 months of final response
Visit FOS websiteCompanies in This Sector
Lloyds (FCA 119278)Barclays (FCA 759676)HSBC (FCA 765112)NatWest (FCA 121878)Santander (FCA 106054)
Annual complaint volume: 305,726 (FOS 2024/25 total)
Note: Compensation range: D&I £200-£750; charges refunded