Claim Processed – What Happens Now?

Upon receipt of your letter of complaint, the bank must acknowledge and begin an active investigation into your enquiry. As stated by The FCA – the regulatory body for all lenders – the bank must respond to your packaged bank account complaint within eight weeks. This response must be in the form of either:

  • A Final Response Letter, explaining why the bank are upholding or rejecting your complaint


  • A reason as to why they have been unable to reach a decision as of yet*.
packaged bank account complaint

A Final Response Letter could be a letter of uphold, where the bank recognise that they have mis-sold your packaged bank account. This is what we aim for; a full recovery of all account fees paid, plus the 8% statutory interest.

Alternatively, the bank may instead send a letter of rejection, where they will outline and explain their reasoning behind the decision. The bank may also uphold only part of your complaint, and send a letter outlining reasons why they are not providing you with a full redress of all fees paid.**

*delays can occur if further information is required from you to complete the investigation. It’s important that you respond to these requests as soon as possible to minimise delays.
** we would advise here that no decision from the bank should be accepted over the phone, and all correspondence relating to your complaint with the bank should be requested in writing, specifically with decisions.


Great news! The bank has agreed with your complaint. If you still hold an active account with them, they will transfer your refund straight into this. Don’t worry, if your account is closed, they will send your refund via cheque. Once we have received the response from the bank, your case will be passed to our payments team who will ensure this offer is correct and process your invoice. If you have any questions regarding your offer, please don’t hesitate to give our payments team a call on: 01925 568141. They will be happy to assist you.


We’re sorry that the bank has not agreed with your packaged bank account complaint, and we understand how disappointing this must be. However, this does not have to be the end of your journey with us. We have a dedicated team, and a strong appeal process, ready to assist with your complaint, should the bank reject it. All cases are assessed upon receipt of the final response letter, and our team will be in touch to discuss all available options with you. If the bank has only rejected part of your complaint, we can still look into challenging this further. Should you need more information regarding this, please contact the team on: 0800 470 1433.

Packaged Bank Account Complaint
Frequently Asked Questions

  • I’ve received an acknowledgement for my complaint from the bank – what now?
    The bank has to acknowledge the letter of complaint that we send to them on your behalf within 14-21 days. If you have received this, and have not already heard from us, please call 0800 470 1433 as we will need the date on the letter and the reference number that the bank has assigned to your case. Having this will enable us to appropriately manage your complaint for you.
  • What do I do if the bank try to contact me?
    Although we do advise the bank that we are acting as a third party on your behalf, we cannot stop them from contacting you directly. This could be for further information or to simply confirm your details. If this happens, please contact us to let us know. You do not have to speak to the bank if you are not comfortable in doing so; you can refer them directly to us or ask them to put any requests for further information to you in writing
  • I’ve received a rejection – what happens next?
    Our rejections team will be in touch with you following the receipt of the final response from the bank. If you receive this and haven’t heard from us – call us. We can help you understand the bank’s response and discuss the options of appealing their decision. We will need some further information from you at this point to assist us in assessing your case further. This is done by a simple questionnaire which can easily be accessed through your personal online case profile. We will always strive to first appeal directly back to the bank, but where this isn’t possible, we will take your case to The Financial Ombudsmen Service if we feel the case is strong enough. For more advice on this, please contact us on 0800 470 1433.
  • The settlement amount is different on my invoice to what I’ve received…
    The refund you receive from the bank is made up of two payments; fees that you have paid and interest. The interest payment is a financial benefit and money that you have never paid in to the account, therefore, the bank has paid the tax to the HMRC already on this part of the refund. This is because many years ago, you were expected to pay the tax on this yourself. As people were unaware of this, they were being left with an unexpected bill at the end of the financial year. Due to this, the bank pay this fee to HMRC automatically and our invoice is created on the figure before tax is taken. If you are not a tax payer you can contact the HMRC on 0300 200 3300 or visit their website.
  • I’ve received money in to my account but don’t know if this is for my complaint. What should I do?
    If you receive any sum of money in to your account that you were not expecting and you haven’t had confirmation from us to advise that your case has been successful, please contact us. We must ensure that the bank have come to a fair decision and will confirm that the refund is in relation to your complaint.
  • Why haven’t the bank refunded me all of my account fees?
    Sometimes the bank will agree with part of your packaged bank account complaint but disagree with another. This is what we call a partial uphold and they can be quite common. You will receive an invoice for the successful part of your complaint and you will also receive a call from our dedicated team that deals with rejections to discuss your options of appealing this decision.
  • My case has been appealed, how long will this take?
    Once your letter of appeal has been written and sent to the bank, or your documents have been drawn up and sent to the Financial Ombudsman Service, we have to await an outcome. Our aim here is for the original decision to be overturned. Unfortunately, there are no timescales that we can give for this. We will, however, keep you up to date every step of the way and as soon as we receive an update you will be the first to know
  • Will it cost me extra to appeal?
    No. Our fees remain the same throughout the entire process. Should your appeal be successful, you will be invoiced the agreed fees of 30% plus VAT of the total redress offered by your bank.