Know your rights
Consumer Daily
Most banking interactions happen without issues. But sometimes, things don't go as expected. Knowing your rights, and understanding how to seek support, can help you resolve issues faster. Every month, a plain-English guide to your rights.
Know where your money is. Know what happens next.
This month's film
Know Your Rights
A 60-second guide to what happens when a banking interaction doesn't go as expected, and how to seek support at each stage.
Your three rights
When something goes wrong, you have options
Raise a concern
Start with your bank's own complaints channel. Be specific: what happened, when, and what outcome you expect. Keep a record of every conversation, reference number, and date.
Understand the process
Banks must acknowledge your complaint, investigate it, and respond within regulated timeframes. Knowing the steps helps you judge whether your case is progressing the way it should.
Know what to expect
You are entitled to a clear outcome: a resolution, an explanation, or a route to escalate. If the bank cannot resolve it, you have the right to take it further.
The complaints journey
What to expect at each stage
Every complaint follows a path. Knowing where you are on it, and what should happen next, gives you confidence and control.
Raise your concern
Tell your bank what went wrong, in writing if possible. Include dates, amounts, and reference numbers.
Acknowledgement
The bank confirms receipt of your complaint and assigns it a case reference. This starts the regulatory clock.
Investigation
The bank reviews the details, checks records, and may contact you for more information. You should receive updates.
Outcome
You receive a clear decision: a resolution, a correction, a refund, or a written explanation of the bank's position.
Escalation route
If you are not satisfied, you have the right to take the complaint to an independent external complaints authority.
Coming up
Every month, a new guide
Consumer Daily is an ongoing series. Each month we break down a different aspect of your banking rights in plain English, so you always know where you stand.
Talk to your bank
Talk to your bank manager about OpenPaymentGPS
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