# Problems With Your Bank

> What to do about unauthorised transactions, scam reimbursement and complaints — how to complain and how to escalate to the Financial Ombudsman.

Canonical page: [/banking-savings/problems-with-your-bank](/banking-savings/problems-with-your-bank/) · Last reviewed: 2026-08-22

If something goes wrong with your bank — an unauthorised payment, a scam, or poor service — you have clear rights and a free route to escalate.

## Key information

- Report unauthorised transactions to your bank immediately
- Complain to your bank first — it has up to 8 weeks to respond
- You then have 6 months to take an unresolved complaint to the Ombudsman
- The Financial Ombudsman Service is free to use

## Unauthorised transactions

If money leaves your account without your authorisation, tell your bank straight away. For most unauthorised payments you are entitled to a refund unless your bank can show you acted fraudulently or with gross negligence. Acting quickly protects you and helps your bank investigate.

## Scams and reimbursement

If you have been tricked into sending money to a fraudster by bank transfer, you may be entitled to be reimbursed. Since 7 October 2024, banks and payment firms must reimburse most victims of authorised push payment (APP) scams made by Faster Payments, up to a maximum of £85,000 per claim, usually within five business days. Report it to your bank and to Action Fraud without delay — you normally have 13 months to claim.

Our [guide to fraud and scams](/banking-savings/fraud-and-scams) explains how the reimbursement scheme works, the limited exceptions, and how to complain if your bank refuses.

## How to complain

Complain to your bank first, setting out clearly what went wrong and what you want it to do. The bank has up to eight weeks to give a final response. If it does not resolve things, or you disagree with its decision, you can refer the complaint to the Financial Ombudsman Service, which is free and independent. You normally have six months from the bank’s final response to do this.

## Your rights

- You are generally entitled to a refund for unauthorised transactions if you report them promptly.
- Your bank must handle complaints fairly and give a final response within eight weeks.
- You can take an unresolved complaint to the Financial Ombudsman Service free of charge, normally within six months of the final response.

## Official sources

- [Financial Ombudsman Service](https://www.financial-ombudsman.org.uk)
- [Report a scam to Action Fraud](https://www.actionfraud.police.uk)
- [Check a firm on the FCA Register](https://register.fca.org.uk)

## Related

- [Fraud & Scams](/banking-savings/fraud-and-scams/)
- [Bank Charges](/banking-savings/bank-charges/)
- [Finding Free Debt Advice](/debt-money-problems/finding-free-debt-advice/)

## Sources

- Financial Ombudsman Service — [Time limits](https://www.financial-ombudsman.org.uk/consumers/expect/time-limits) (accessed 2026-08-22)
- FCA — [Complaints and the Ombudsman](https://www.fca.org.uk/consumers/how-complain) (accessed 2026-08-22)