What will happen to customer complaints about unauthorised overdraft charges?
banks will suspend dealing with or resolving customer complaints on unauthorised overdraft charges while the test case is running. If you do complain about your unauthorised overdraft charges, we will write to tell you that we have received your complaint and that we will record it on your file. When a final decision is reached in the test case, we will contact you as soon as possible to tell you how we will resolve your complaint. We will apply the decision in the court case to all complaints we receive. • Q: Why are the banks allowed to stop dealing with unauthorised overdraft charge complaints during the test case? A: We applied to the Financial Services Authority (FSA) for a suspension of the normal timetable for dealing with unauthorised overdraft charge complaints. The FSA decided that in the circumstances, it was appropriate to grant us a suspension of our obligations under the FSA’s complaint handling rules whilst we seek legal certainty on this issue. The suspension is subject
