Banking - your rights and how to complain

What to do if you're unhappy with the level of service you're receiving from your bank. Remember the Equality Act 2010 is a law that aims to ensure that everyone has an equal opportunity to use services - know how to use it.

Your rights when banking

The Equality Act 2010 is a law that aims to ensure that everyone has an equal opportunity to use services. This means that service providers have to make reasonable adjustments to their services to ensure that everyone is able to access them.

  • A service provider is not allowed to pass on the cost of making a reasonable adjustment to the customer. This means that you should never be asked to pay extra for the adjustments you require.
  • An example of a reasonable adjustment to the service your bank provides would be providing bank statements in your preferred format, such as braille.
  • These reasonable adjustments should already have been considered by the service provider and can often be made easily and quickly, sometimes it’s just a matter of asking for them.

What to do if you're unhappy with the service from your bank

If you're unhappy with the level of service you're receiving from your bank, even after you've asked for the adjustments that you need, then you should follow their complaints process.

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