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Complaints Policy
At BankingTimes, we take every complaint seriously and are committed to resolving issues fairly and transparently.
This policy explains how you can raise a complaint, what will happen once you contact us, the timeframes you can expect, and the options available if you remain unsatisfied.
Our process follows Financial Conduct Authority (FCA) standards, ensuring it is fair, consistent, and accessible for all customers, including those in vulnerable circumstances.
This page is regularly reviewed for accuracy.
Last Reviewed: 16 Jul 2025
Our Commitment
At BankingTimes, we believe that handling complaints properly is essential to building trust. When you raise a concern, we want you to feel reassured that it will be taken seriously, handled fairly, and resolved within clear timelines.
Respect and Fairness
Every concern is reviewed by a trained member of our team, who considers the matter fairly and without bias.
Prompt Acknowledgement
You’ll receive confirmation within 5 working days that we have your complaint and it’s being looked into.
Resolution Timeframe
We aim to resolve issues quickly and provide a full response within 8 weeks, in line with FCA DISP rules.
Confidential Handling
Your information is secure, processed under UK GDPR, and used solely to resolve your complaint.
Always Improving
We regularly review feedback and complaints to make our service clearer, fairer, and more valuable for our users.
How To Submit a Complaint
We want to make it easy for you to let us know if something isn’t right. Here’s how you can contact BankingTimes with your complaint, ensuring your issue is heard and managed appropriately.
Send your complaint directly to us. We’ll address your concern quickly and effectively.
Email Us HereReport an Issue
If you encounter a specific issue, let us know using our dedicated reporting channels.
Report an IssueContact Form
You can also use the contact form on our “Contact Us” page, and we’ll respond promptly.
Contact Us🔔Important: When contacting us, please include your full name and contact details, a clear description of your concern, and any supporting information such as screenshots or reference numbers.
Our Complaints Process
Once we receive your complaint, our team will work swiftly and transparently to address it.
Here’s what to expect during our complaints process:
Acknowledgement – We’ll confirm receipt of your complaint within five working days.
Investigation – Our team will investigate your concerns carefully and impartially.
Response – We aim to reply within 15 business days and always within 8 weeks, in accordance with FCA DISP standards.
Escalation – If unsatisfied, escalate to the relevant regulator or ombudsman.
Financial Ombudsman Service
If you’re not satisfied with our final response or feel your issue remains unresolved, you can escalate your complaint to the UK Financial Ombudsman Service (FOS) for an independent and free-of-charge review.
Phone: 0800 023 4567 (free from landlines and mobiles)
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
Fairness, Privacy, and Continuous Improvement
We want every customer to feel supported and protected when raising a complaint. That means offering extra help where needed, keeping your information secure, being clear about our independence, and using what we learn to improve our service.
We offer extra help for vulnerable or elderly customers, such as large-print, phone support, or extended response times.
All personal information is kept safe, confidential, and only used to investigate and resolve your complaint.
BankingTimes is independent and does not provide financial advice; complaints about third-party advice should go directly to the authorised firm.
Complaints are logged and reviewed by our compliance lead to improve fairness, transparency, and content quality.
Frequently Asked Questions
Here are quick answers to some common questions about our policies and how we operate.
How Do I Make a Complaint?
You can contact us by email, post, phone, or by using the form on our Contact Us page.
How Quickly Will I Get a Response?
We’ll acknowledge your complaint within 5 working days. Our aim is to resolve it within 15 business days, but if more investigation is needed, we’ll provide a full response within 8 weeks at the latest, in line with FCA guidelines.
Can Someone Else Complain on My Behalf?
Yes. We may ask for written permission from the person affected so we can act fairly and correctly.
What If My Complaint Is About Financial Advice?
BankingTimes is independent and does not provide financial advice. If your complaint is about advice given by a third party, please contact that firm directly. All third-party firms we introduce are authorised and regulated by the FCA or PRA.
Will Making a Complaint Affect My Service?
No. Raising a complaint will never affect your access to our services or how you are treated.
Is My Information Kept Private?
Yes. All complaints are handled in line with UK data protection laws, and your details are only used to resolve your complaint.
What If I Am Still Unhappy After Your Response?
If you remain dissatisfied after our final response, you can escalate your complaint to the Financial Ombudsman Service for an independent review.
Have a Question?
We’re happy to assist. If anything is unclear or you’d like more information, reach out to our legal or compliance team.
Contact Us