Although it's easy to lose your patience when complaining about banks' mistakes, anger or sarcasm rarely produces results; it pays to be courteous Photo: HOWARD McWILLIAM  For the first time the Financial Ombudsman Service (FOS) has "named and shamed" the companies with the worst track record of dealing with customer complaints.  Topping the list are the high street banks, some of whom are now largely owned by the taxpayer, although many credit card companies also fare badly (click here for more information on the worst offenders). Not only does this data show which companies the ombudsman receives the most complaints about, it also shows what proportion of these complaints are settled in the customers' favour.  At some institutions, the ombudsman ruled in favour of the complainant in almost all cases – an indictment of the customer service standards at those financial companies. The outgoing chief ombudsman, Walter Merricks, says he hopes the publication will result in more companies resolving customer complaints themselves, which should lead to more consumers getting the redress they deserve.  Last year, figures published by the Financial Services Authority (FSA) showed that almost a million people complained to their bank. The figures also revealed that six out of 10 of these complaints were rejected. By contrast, the Ombudsman Service rules in favour of the consumer in almost six out of 10 cases, although for certain types of complaints the "uphold" rate is far higher.  But only a fraction of complaints get through to the ombudsman. The data published this week showed that the FOS dealt with 70,000 complaints in the first six months of this year, and this covered insurers, fund managers and credit card companies as well as banks.  Hopefully the publication of these figures will cause banks to improve their service standards. Until then, consumers can improve their chances of getting redress by complaining more effectively.  Emma Parker, a spokesman for the FOS, said: "People often feel defensive or embarrassed about complaining. But they should remember they have a right to pursue a complaint if there is a problem with any financial product sold. Many customers with perfectly valid complaints fail to make headway because they get upset and distressed and often fail to lodge the complaint properly."  Follow the tips below to ensure your complaint gets heard and, more importantly, acted upon.  Be clear about the nature of your complaint and what action you require. It can help to write out the key points and important information, such as account or policy numbers, when the account was opened, and on what date the problem occurred.  Try to resolve matters with the provider before taking a case to the ombudsman. In most cases your first point of contact will be a call centre or local branch. Tell them you want to complain and ask if there is a manager or complaints department you can talk to.  Don't deviate from the terms of your complaint. If you feel you are being fobbed off it's easy to slip into the "and another thing…" argument. But this will weaken, not strengthen your case. The more straightforward a complaint, the easier it is for the provider to resolve.  At every stage take a note of who you talk to, the time and the response. Don't accept just a first name, ask for their surname as well – companies that take customer service seriously should not have a problem giving you this information.  Give the company a reasonable time, say 14 days, to resolve a problem. If you are describing the problem for the first time and are told someone will get back to you, say you expect a call within seven days.  Negotiating the maze of automated telephone menus, being passed from one customer service representative to another, and getting cut off, can test anybody's patience. Anger or sarcasm rarely produces results. Be courteous and polite, and the person at the other end should be more willing to help.  State how you would like the matter to be resolved  Are you looking for a refund, an apology or compensation? Tell the financial provider what you want. Be realistic though: don't pluck a large figure from the air to be negotiated down. This is likely to make your claim look far less credible.  Follow up complaints in writing  If the issue is not resolved – or you do not receive a prompt call back – send a letter. Write "Complaint" clearly at the top, and include all relevant details such as your address and account numbers. Keep things brief and to the point, setting out the facts in a clear, logical order. State when and whom you have spoken to at the organisation. Enclose photocopies – not originals – of any documents that back your case.  Request a copy of the company's complaint procedure  All regulated companies must publish their complaints procedure. This should give telephone numbers and the address of whom you should complain to, plus an idea of how quickly the company aims to resolve the matter.  If the company has failed to comply with its own guidelines, state this clearly in correspondence.  It can't hurt to copy complaint letters to managing directors or the chief executive. Find out their names (Google or the company's website are places to start) and address the letter to them personally. Some people say complaints can be fast-tracked if they also get in touch with the press office, but this depends on the nature of the complaint.  Make it clear that if this issue is not resolved you will take the matter to the ombudsman. After eight weeks the company concerned has to provide a "final response" letter. If you feel the response is unsatisfactory, you can take your complaint to the ombudsman.  The FOS deals with complaints about banks, building societies, mortgage companies, insurers, credit card companies, fund managers, financial advisers and pension providers (but not company pensions). This is an independent arbitration service and free for consumers; although companies pay £500 for every complaint referred, regardless of the outcome. As a result, many companies will be keen to settle smaller claims before this stage.  The wheels of justice can grind slowly. The FOS will make an initial assessment as to whether you have grounds for complaint. It won't accept, for example, complaints about investment performance, unless you are claiming the product was mis-sold and the risk to capital never explained.  If the complaint is accepted it can take between six and nine months to reach a ruling. Providers can appeal initial rulings, although few do. A final ruling is binding on the providers, though not usually on the consumer.  Know when to give up  If the ombudsman rejects your complaint it is possible to appeal against the decision through the ombudsman's independent assessor (details are on the FOS website). Customers are still free to take legal action against their provider, for example through the small claims court, but this will cost money and the judge is likely to take into account the ombudsman's verdict and reasoning.  Click here for more information on how to complain, including telephone numbers and websites
As Britain's most complained-about banks are named and shamed for the first    time, we explain how to win redress if you are the victim of poor service.