Packaged bank account complaints

Reclaim the fees your bank should never have charged you.

A professionally drafted complaint letter citing the specific FCA rules your bank broke. Flat fee of £49. No percentage. You keep every penny of any refund.

Check if you qualify How it works
  • Free 60-second check
  • No account needed
  • See your letter before you pay
Written against the broken regulations £49 flat fee — keep every penny Sent directly to your bank
Why this matters

Millions of UK accounts were sold without the facts.

From the late 1990s onwards, UK high-street banks sold "packaged" current accounts — Gold, Platinum, Premier, Ultimate Reward — charging monthly fees in exchange for bundled insurance, travel cover, and breakdown services.

Under the FCA's BCOBS 5.1.6R and the 2023 Consumer Duty, banks were required to provide clear, fair information and to deliver good outcomes. In millions of cases, they didn't — customers were upgraded without consent, charged for insurance they couldn't use, or pressured out of free alternatives.

You have a statutory right to complain. If the bank doesn't resolve it in 8 weeks, you can escalate to the Financial Ombudsman Service — for free.

Built on the rules

We know the regulations — inside out.

Packaged bank account mis-selling isn't a grey area. There are specific FCA rules your bank had to follow when it sold and serviced your account — and specific breaches that make a refund the correct outcome.

Every complaint letter we draft is grounded in those rules. Not a template. Not a guess. A response built against the exact obligations your bank failed to meet.

Which FCA rules apply

Every letter matched against the regulations.

  • BCOBS 5.1.6R

    Clear, fair and not misleading communication — engaged by any fee, eligibility, or free-alternative disclosure failure.

  • ICOBS 2.5.1R

    Suitability of insurance to a customer's demands and needs — engaged whenever bundled cover couldn't be claimed on.

  • Consumer Duty (PS22/9)

    Post-2023 obligation to deliver good outcomes and avoid foreseeable harm across the product lifecycle.

The direct route wins
37% vs. 27%

Complaints brought directly by consumers are upheld at around 37% — versus around 27% when brought by professional representatives.

Source: Financial Ombudsman Service — published uphold rates for packaged bank account complaints.

ClaimsDraft helps you complain directly — with a letter the bank can't ignore.

How it works

Three steps. No paperwork. No middleman.

  1. 01

    Tell us about your account

    A 60-second eligibility check, then a 5-minute form. We ask about your bank, the account type, and when you held it. No login required.

  2. 02

    We draft your letter

    A personalised complaint letter citing the specific FCA rules that apply to your situation — not a generic template. Delivered as a print-ready PDF.

  3. 03

    Email it to your bank

    We give you the bank's complaints email address, a ready-to-copy subject line and email body — just attach your letter and send. You're in control throughout.

One flat fee

£49 one-time
  • Personalised complaint letter (PDF, print-ready)
  • Step-by-step instruction guide
  • Bank-specific complaints address and email
  • 8-week reminder if you haven't heard back
  • FOS escalation letter Coming soon (£29)
Start your eligibility check
Frequently asked

Questions worth asking before you pay anyone.

No. ClaimsDraft is a document drafting service. We produce a personalised complaint letter for you to send yourself. We do not contact your bank on your behalf, negotiate on your behalf, or take a percentage of any refund. Claims management companies are regulated by the Financial Conduct Authority and typically charge 20–30% of your refund. We charge a one-time £49 fee regardless of outcome.

No. No one can, and anyone who does is misleading you.

What we guarantee is that your letter will be professionally drafted, cite the correct FCA rules for your situation, and use the structure and tone banks take seriously. The decision to refund lies with your bank and, if escalated, the Financial Ombudsman Service.

What we can tell you is that the Financial Ombudsman upholds around 37% of packaged bank account complaints — and we give you the strongest possible letter to be in that 37%.

You absolutely can, and MoneyHelper publishes a free template. Our customers pay us because the letter we draft cites the specific FCA rules that apply to their situation (BCOBS 5.1.6R, the 2023 Consumer Duty, ICOBS 2.5.1R for bundled insurance), uses the structure and tone banks take seriously, and doesn't cost them a percentage of their refund. If you're comfortable researching financial regulations and drafting a formal complaint, the MoneyHelper template is a great free option.
By law, your bank has 8 weeks to respond to your complaint in full. If they agree, most refunds are paid within 2 weeks of acceptance. If they reject or don't respond, you can refer it to the Financial Ombudsman Service for free — a FOS case typically takes 3–6 months. We'll send you an automatic reminder at the 8-week mark.

You have the right to refer the complaint to the Financial Ombudsman Service. The FOS is free to use, independent of the banks, and upholds around 37% of packaged bank account complaints — with cases brought directly by consumers upheld more often than those brought through claims companies.

We offer an optional FOS escalation letter for £29 if you want help drafting the referral.

Complaints about events more than 15 years old generally fall outside the Financial Ombudsman Service's jurisdiction under the "long-stop" rule. Your bank may still accept the complaint, but you won't be able to escalate to FOS if they don't. Our eligibility check filters these cases out — we won't take your £49 if your case is outside the time limit.
Yes. We only collect what's needed to draft your letter — your name, address, email, bank, and account details. We retain this for 2 years for support purposes, then delete it. We never share it with any claims company, marketer, or other third party. Payment is handled by Stripe — we never see your card details. See our Privacy Policy for full detail.
Your letter is generated in about five seconds. You're shown a download link immediately, and we also email the pack to you. It includes your personalised complaint letter as a print-ready PDF and a step-by-step instruction guide telling you exactly where to send it, what to put in the subject line, and what to do if the bank doesn't respond.

ClaimsDraft is a digital document drafting service. Your letter is generated and delivered immediately after payment.

We take the quality of every letter seriously. If you have a genuine concern about your letter, email us at hello@claimsdraft.co.uk within 7 days of purchase and we will do our best to make it right.

Note: you will be asked to confirm that delivery begins immediately before completing your purchase.

Can't find what you're looking for? Email hello@claimsdraft.co.uk.

We cover complaints against

Lloyds Bank Barclays HSBC First Direct NatWest Halifax Bank of Scotland Santander Royal Bank of Scotland TSB Nationwide Co-operative Bank Virgin Money Yorkshire Bank Clydesdale Bank Metro Bank

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Four short questions. No account required. No payment until you've seen your letter. If you don't qualify, we tell you for free.

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