The Embarrasment Factor

If your complaint is against the local branch of some bank or building society there is a certain amount you can do locally. Bear in mind that a local branch manager is responsible for the performance of the branch, and local reputation has a large part to play in that.

The first thing to do is to try to get as high up the ladder as possible, as far as the branch manager; or at least the assistant manager. There's little point in dealing with the counter staff, who are probably just doing what they see as their job in refusing your request.

If you cannot get through to the big cheese, or if you do and it doesn't help, try and interest the local newspaper in the story. They may well contact the manager for an interview, and even if they don't get one it will send a strong message.

You could go into the branch at a time when there are lots of customers there and make a scene. Demand to see the manager. Demand your money back. Make a nuisance of yourself within the branch, within legal bounds of course. Walk up and down the pavement outside, carrying a placard demanding justice. If you stand still you could be arrested for obstruction (this is the case in UK law) but if you keep moving it's quite legal (don't write anything libellous on the placard, though).