better banking

Online complaint form

Please note that we can only accept complaints involving our scheme participants.

Our online complaint form allows you to send your complaint to us securely. If you have any questions or need help filling in this form, please check our guide to the complaint form. If this leaves some of your questions unanswered, please contact us.

Please be aware that to progress your complaint when we receive it, we may provide the information you give us to the bank involved with your complaint. If you do not want us to refer your complaint, please select "No, I disagree" in the disclaimer section. For more information please contact us on 0800 805 950.

Once you have completed and submitted the online complaint form, you will be emailed a copy of the completed form for your records. Please contact us if you do not receive this.

* indicates a required field

Details of the company you are complaining about

Which scheme participant is your complaint about? *

If applicable, which subsidiary/related company is your complaint about?

Details of your complaint

What is your complaint about? *

What would you like to happen to resolve your complaint? *

Please attach any files relating to your complaint (each attachment cannot exceed 2mb)

Select fileChangeRemove

Complainant's contact details

This section should be completed with the details of the complainant. The complainant is the person who is in dispute with one of our scheme participants. If you are complaining on behalf of someone else, please also fill out your details in the representative's contact details section.

Title *

First name *

Middle name

Last name *

Postal address *

Post code *

Suburb

Town

City *

Country *

Telephone number (day) *

Telephone number (evening)

Telephone number (mobile)

Email address *

Are you making a complaint on behalf of a business, charity or trust?

Yes No

Complainant’s demographic information

To understand our complainants better we would like to know a little more about you.

This section should be completed with the details of the complainant. If the complaint involves more than one person, please complete for the person most affected by the complaint.

Gender *

Age *

Ethnic group *

Education *

Employment *

Marital status *

Household income *

Home ownership *

Long-term disability *

Representative's contact details

Are you are making a complaint on behalf of the complainant?

Yes No

Title *

Relationship to the complainant

First name *

Middle name

Last name *

Postal address *

Post code *

Suburb

Town

City *

Country *

Telephone number (day) *

Telephone number (evening)

Telephone number (mobile)

Email address *

Preferred method of contact for written correspondence

Preferred method of contact for written correspondence *

Special assistance

Do you need an interpreter when dealing with us? If so, which language?

Do you need any other special assistance, e.g. for hearing or vision impairment? (please specify)

How did you find out about us?

How did you find out about us? *

Please read our disclaimer before submitting your complaint *

I would like the Banking Ombudsman Scheme to consider my complaint. I confirm all the information I have given is true and accurate to the best of my knowledge. I understand that the Scheme must give my banking service provider the opportunity to resolve my complaint first.

I authorise the Banking Ombudsman Scheme to share information I have provided with the banking services provider I have complained about.

I authorise the banking service provider I have complained about to share information relevant to my complaint with the Banking Ombudsman Scheme.

Yes, I agree

No, I disagree