Step 1: Complain to the firm
If you have a complaint with products, services or advice from your banking services or investment firm, your first step is to try to resolve your complaint directly with the firm.  Here are some tips on the complaint process.

  • Start with the local branch or office and talk to the person you dealt with.  If they can’t resolve your problem, tell them you want to take the complaint further.

  • Ask for the firm’s written complaints procedure. It’s best to send your complaint in writing, and you should keep notes of who you talked to, when, and any important details of your conversations.

  • Put “Complaint” at the top of your letter.  Set out the problem clearly.  Tell them what you expect as a solution.  Make sure you have all the appropriate documents, such as brochures, account statements and copies of contracts. You should keep originals and send only copies.

  • Remember to keep copies of all correspondence and notes of phone calls. 

  • Trying to resolve a complaint can be stressful, even frustrating at times.  Be polite and calm in your dealings with the firm. 

  • Depending on your firm, you may need to deal with several – and progressively more senior – people if you are not satisfied with how it is responding to your complaint.  Be persistent.

  • Our participating firms have staff with specific responsibility for handling complaints.  Many banks have designated an ombudsman, and investment firms have compliance officers.  These individuals will typically be the last stage of the internal complaints process and should provide you with a final letter outlining the firm’s position on your complaint. 

  • View our  'How we can help you brochure'

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