Understand your rights

Below there’s some things you should know.

Are any decisions binding?

For you, no. For the bank, yes.

The banks have agreed to be bound by any decisions that we make. That means they will comply with our decisions.

If you’re not happy with the outcome you can pursue action against the bank elsewhere. If you do accept our outcome it means you can no longer pursue the specific complaint against your bank.

Can you appeal if we can’t help?

If we say we can’t help you, you have the right to challenge that decision. We keep your case under review throughout the process. If at any stage we think we can’t help you anymore, you have the right to appeal.

A customer or the bank they’re complaining about may feel there’s more to be considered and wish to appeal all or part of the determination. They just have to submit an Appeal Notice to the Chief Adjudicator. You can read more about it here.

How much could you be awarded?

Our rules say that we can award up to £600,000 for our contemporary scheme.