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Time limits for bringing complaints

Time limits refer to the time period within which you must have made a complaint to your bank about the act or omission (‘incident’) complained about.

In general, we cannot consider complaints brought to a bank more than six years after the act or omission complained of, or (if later) three years from the date you became aware (or ought reasonably to have become aware) that you had cause for complaint, unless we consider failure to meet these time limits was due to exceptional circumstances.

  • The incident must have occurred on or after 1 April 2019, you must have complained to your bank before bringing your complaint to the BBRS. In addition, you must bring your complaint to the BBRS within six months of the bank notifying you that BBRS might be able to consider your complaint. If the bank has not notified you of this (either in or with its final response letter, or in a separate communication), no six month time limit applies.

You can find some examples here to help you understand these rules. We are also happy to help, so please contact us if you have any questions before you register.

Example scenarios Timelines
Example scenarios :

On 10 April 2019, OO Partnership paid a large cheque into its account. On 4 May 2019, the bank incorrectly returned the cheque to OO Partnership. By the time OO Partnership re-presented the cheque on 8 May 2019, the payer had entered administration and OO Partnership never received value for the cheque. OO Partnership complained to its bank on 30 June 2020, and is dissatisfied with the bank’s response.

The bank did not notify OO Partnership on 30 June 2020 (nor in writing at any time since then) that it could take its complaint to the BBRS.

Timelines :

OO Partnership complained to its bank well within six years from the date of incorrect return of the cheque in May 2019. It can register its complaint with the BBRS.

No six month time limit has been notified to OO Partnership, so no such time limit applies for bringing the complaint to the BBRS.

Example scenarios :

On 20 February 2021, MM Charity paid various cheques into its account. On 7 March 2021, MM Charity discovered from its bank statement that the total value of these cheques had not be credited to its account.

MM Charity complained to its bank on 8 March 2021. The bank responded on 31 March 2021, stating that MM Charity could take its complaint within six months to the BBRS. MM Charity is dissatisfied with the bank’s response.

Timelines :

MM Charity complained to its bank well within six years of the incident (on 20 February 2021), and can register its complaint with the BBRS until six months after the bank’s response on 31 March 2021 (that is, until 30 September 2021).

Example scenarios :

Company XYZ contacted its bank in January 2020 to update its address details. In June 2020 the company realised post was still being sent to its old address and complained to the bank. The bank investigated the complaint and issued a final response letter on 25 July 2020 giving the company six months to refer the complaint to the BBRS. The company referred the complaint to the BBRS on 7 February 2021.

Timelines :

Company XYZ complained to its bank within six years of the incident (January 2020). However, company XYZ did not refer the complaint to the BBRS within six months of receiving the banks response on 25 July 2020. The complaint should have been referred to the BBRS by 25 January 2021.

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