Make a Formal Complaint to Your Provider
Step-by-step guide · 8 min read
Write your formal complaint
Use the template below as a starting point. Customise it with the specific details of your situation. Be factual, be specific, and include dates.
Dear Complaints Officer, I wish to make a formal complaint regarding my account with [COMPANY NAME]. Account Details: - Account Holder: [YOUR FULL NAME] - Account Number: [YOUR ACCOUNT NUMBER] - Date of Birth: [YOUR DATE OF BIRTH] - Address: [YOUR ADDRESS] Details of My Complaint: [DESCRIBE WHAT HAPPENED. Include: - Specific dates and events - What the company did or failed to do - Which laws or codes you believe were breached - What impact this has had on you] The Outcome I Am Seeking: [STATE CLEARLY WHAT YOU WANT. For example: - Correction of inaccurate CCR data - Removal of data that has exceeded retention periods - Compensation for distress/financial loss caused - Written apology - Explanation of specific decisions] I note that under the Central Bank's Consumer Protection Code, you are required to: - Acknowledge this complaint within 5 business days - Issue a Final Response Letter within 40 business days - Inform me of my right to refer this matter to the Financial Services and Pensions Ombudsman (FSPO) I expect your acknowledgement within the required timeframe. Yours faithfully, [YOUR NAME] [DATE]
Include all relevant account details
Include your full name, account number, date of birth, and address. The more specific you are, the harder it is for them to delay by asking for “clarification.”
Be specific about what went wrong
In the complaint body, cover:
- Exact dates of events
- What the company did (or failed to do)
- Which laws or codes were breached (cite them by name if you can)
- What evidence you have (SAR data, CCR report, correspondence)
- What impact this has had on you (credit refused, financial loss, distress)
State clearly what outcome you want
Don't leave it vague. State exactly what you want: correction of data, removal of CCR entries, compensation (with an amount), written apology, or explanation of a decision. Being specific forces a specific response.
Send it to the complaints officer
Find the name and email of the company's complaints officer. This is usually on their website under “Complaints” or “Contact Us.” If you can't find it, send it to their general customer service email and mark it clearly as a “FORMAL COMPLAINT.”
Send by email (keep a copy) and consider sending a hard copy by registered post if the amount involved is significant.
They MUST acknowledge within 5 business days
Under the Consumer Protection Code (Provision 10.9), a regulated financial service provider must acknowledge your complaint within 5 business days. If they don't, that itself is a breach you can cite in an FSPO complaint.
They MUST issue a Final Response Letter within 40 business days
The company must issue a Final Response Letter (FRL) within 40 business days. This letter must:
- Address every point you raised
- Explain their position
- State what (if any) resolution they're offering
- Inform you of your right to refer the matter to the FSPO
Critical:If the FRL doesn't mention your right to go to the FSPO, that is a breach of the Consumer Protection Code. Note this — it strengthens your FSPO complaint.
If you're not satisfied — go to the FSPO
If the Final Response Letter is unsatisfactory, or if 40 business days pass without receiving one, you can now file a complaint with the Financial Services and Pensions Ombudsman (FSPO). Having the FRL (or evidence that the deadline passed without one) is what makes you eligible.
What happens next
The formal complaint is a mandatory step. You need either the Final Response Letter or proof that 40 business days have passed before you can go to the FSPO. Keep copies of everything. The timeline you build here is the backbone of your FSPO case.
Need help with your specific case?
Our guides cover the process — but every case is different. If you want someone to review your situation and tell you exactly what to do next, we can help.
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