1. Identify the Reason for Your Complaint
Before writing your letter, determine the exact issue you are experiencing. Common banking complaints include:
- Unauthorized transactions or fraud
- Incorrect charges or duplicate deductions
- Failed ATM withdrawals (money deducted but not dispensed)
- Delayed or failed online transactions
- Poor customer service
- Loan or mortgage disputes
- Blocked or frozen accounts
- Delayed check clearances
Clearly defining the issue ensures that the bank understands your complaint and can take the necessary action.
2. Gather Necessary Information
To make your complaint effective, include the following details:
- Your full name and account number (for identification purposes)
- Transaction details (date, amount, reference number, etc.)
- Bank branch name (if applicable)
- Copies of supporting documents (statements, receipts, previous emails, etc.)
- Previous communication with the bank (if any)
Providing specific information allows the bank to investigate and resolve your complaint efficiently.
3. Address the Letter to the Right Person or Department
Your complaint letter should be addressed to the Bank Manager of your respective bank branch. If your issue is unresolved, escalate it to:
- Customer Service Department
- Grievance Redressal Officer
- Banking Ombudsman (if the bank does not resolve the issue)
Check the bank’s official website for the correct contact details.
4. Use a Professional and Clear Format
Your letter should follow a structured format:
- Your Name
- Your Address
- Your Contact Information (Phone/Email)
- Date
- Bank Manager’s Name
- Bank Name and Branch Address
- Subject Line: “Formal Complaint Regarding [Issue]”
A well-structured letter increases the chances of a quick response.
5. Start With a Polite and Direct Opening
Begin your letter by addressing the bank manager respectfully and stating the purpose of your complaint.
Example:
“Dear [Bank Manager’s Name],
I am writing to formally raise a complaint regarding an issue with my account #[Your Account Number]. On [Date], an amount of [$XX] was deducted due to [state issue: unauthorized transaction, duplicate charge, failed ATM withdrawal, etc.]. Despite my attempts to resolve this matter, the issue remains unresolved, and I seek your immediate assistance.”*
This introduction immediately informs the bank of the problem.
6. Explain the Issue Clearly and Factually
Provide a detailed explanation of the problem, including:
- When and how the issue occurred
- Attempts made to resolve it (if any)
- Previous communication with bank representatives (if applicable)
Example:
“On [Date], I attempted to withdraw [$XX] from ATM ID #[ATM Number] at [Location], but the cash was not dispensed. However, my account was still debited for the amount. I immediately reported this issue to the bank’s customer service helpline and was given a complaint reference number [Reference Number]. I was assured that the amount would be credited back within [Timeframe], but as of today, no refund has been processed.”
This keeps the complaint factual and professional.
7. Request a Resolution and Specify an Expected Timeline
Clearly state what you expect from the bank and request a timeline for resolution.
Example:
“I kindly request that my account be credited with the deducted amount of [$XX] as soon as possible. I would appreciate a written update on the status of my complaint within [7/14] business days.”
This sets clear expectations and ensures accountability.
8. Attach Supporting Documents
If you have any supporting evidence, mention them in your letter and attach copies. Examples include:
- Bank statements showing the incorrect deduction
- ATM withdrawal slip (if applicable)
- Screenshots of failed transactions
- Previous emails or complaint reference numbers from customer service
Providing documentation speeds up the verification process.
9. Request a Response and Provide Contact Information
Encourage the bank to contact you for further clarification if needed.
Example:
“Please update me regarding the status of my complaint at your earliest convenience. You can reach me at [Phone Number] or [Email Address] for any further information.”
This ensures the bank can easily communicate with you if required.
10. Close the Letter Professionally
End with a polite and professional closing:
“Thank you for your time and assistance. I look forward to a prompt resolution of this matter.”
Use a formal sign-off:
Sincerely,
[Your Full Name]
Sample Complaint Letter to the Bank
[Your Name]
[Your Address]
[City, State, ZIP Code]
[Your Email]
[Your Phone Number]
[Date]
Bank Manager
[Bank Name]
[Branch Address]
[City, State, ZIP Code]
Subject: Formal Complaint Regarding [Issue] – Account #[Your Account Number]
Dear [Bank Manager’s Name],
I am writing to formally raise a complaint regarding an issue with my account #[Your Account Number]. On [Date], an amount of [$XX] was deducted due to [state issue: unauthorized transaction, duplicate charge, failed ATM withdrawal, etc.], but I have not received a refund despite multiple follow-ups.
Details of the transaction:
- Transaction Date: [Date]
- Transaction Reference Number: [If available]
- Amount Deducted: [$XX]
- Mode of Transaction: [ATM, Online Transfer, POS Payment, etc.]
- Location (if applicable): [Bank Branch/ATM Location]
I initially reported this issue to customer service on [Date] and was given a complaint reference number [Reference Number]. I was assured that the issue would be resolved within [Timeframe], but as of today, my account has not been credited.
I kindly request that my account be credited with the deducted amount of [$XX] at the earliest. Please provide an update on the status of my complaint within [7/14] business days. I have attached copies of my bank statement and relevant transaction details for your reference.
Please feel free to contact me at [Phone Number] or [Email Address] if you require any further information.
Thank you for your time and assistance. I look forward to your prompt resolution of this matter.
Sincerely,
[Your Full Name]
Frequently Asked Questions
1. How long does it take for a bank to respond to a complaint?
Most banks respond within 7-14 business days, but it may vary depending on the complexity of the issue.
2. Can I submit my complaint via email instead of mail?
Yes, most banks accept complaints via email, online portals, or in-person at a branch.
3. What if the bank does not respond to my complaint?
If the bank does not respond, escalate your complaint to:
- The Bank’s Grievance Redressal Cell
- The Banking Ombudsman in your country.
4. Should I include my account number in the complaint letter?
Yes, but avoid sharing sensitive details like your PIN or online banking password.
5. Can I request compensation for a delayed refund?
Some banks offer compensation if a refund is delayed beyond their policy timeframe.
6. What should I do if my complaint is rejected?
If the bank denies your claim, escalate the issue to consumer protection authorities or the banking ombudsman.
Conclusion
Writing a complaint letter to the bank requires clarity, professionalism, and supporting evidence. Clearly describe the issue, request a resolution, and provide necessary documents. Following these steps will increase the chances of receiving a prompt and fair resolution.