How to Complain

Banks handle millions of customers, yet many people feel lost when something goes wrong. Payments fail. Advice is unclear. Information is wrong. Staff give mixed messages. Complaints drag on with no proper answer. You are left frustrated and unsure what to do next. This book gives you clarity and control.How to Complain to Your Bank is a direct and practical guide that shows you how the bank complaints system works and how to use it with confidence. It explains every stage in simple language. You learn what the bank must do, how long they must take, what the rules are, and how to push back when the response is weak or incomplete. You learn how to prepare your complaint so the bank takes it seriously. You learn how to challenge poor investigations. You learn how to stop the bank from avoiding the real issue.This book shows you how to present your complaint in a clear structure that helps the reader understand what happened and why it matters. You learn how to set out the facts, how to explain the impact, and how to support your points with evidence. You learn how to protect yourself when communication becomes confusing or when the bank makes mistakes with your account.You also learn how the Financial Ombudsman Service works. Many people do not understand what the Ombudsman looks for or how they reach a fair outcome. This book explains the fairness test in plain terms. It explains what evidence matters most. It explains how to read the initial view and how to respond if it is wrong. It explains how the final decision is written and what it means for you. You learn how to prepare for escalation so your case is strong, organised, and easy to follow.The book also covers what to do after the final decision. You learn your choices if you still feel the issue is not resolved. You learn how to assess whether further action is worth taking. You learn how to think calmly about risk, cost, time, and outcome.Every chapter gives you direct and practical steps. You are shown how banks should behave under the rules set by the Financial Conduct Authority. You learn how to recognise when the bank has failed to follow those rules. You learn how to hold them to account without confusion or pressure.This guide is written for anyone who wants a clear path through the complaints process. You do not need legal knowledge. You do not need financial training. You only need the facts set out in a calm and simple way. When you finish this book you will know exactly how to speak up, how to challenge unfair decisions, and how to reach a fair outcome.If you have struggled with your bank, or if you want to protect yourself before problems happen, this book gives you the structure, confidence, and clarity you need. Rebecca Bailey writes to make consumer rights simple, clear, and practical. She grew up watching her family struggle with unfair decisions, confusing letters, and poor treatment from large organisations. Those early experiences shaped her belief that fairness only works when people understand their rights. After more than a decade working in complaint resolution across banks, councils, and regulated industries, she saw how often organisations rely on assumptions, poor communication, or incomplete investigations. These patterns taught her where consumers are most vulnerable and how clarity can change outcomes.Rebecca now writes books that empower readers to challenge unfair decisions with confidence. Her work strips away jargon and focuses on real steps that help people stay in control. She believes that fairness should not depend on how articulate someone is or how well they understand complex systems. Her aim is simple. Give people the knowledge they need to protect themselves and ensure organisations treat them with the respect they deserve.