Documents

Complaints procedure

Last updated · 13 June 2026

MYRA Bank is a fictional brand presented for demonstration purposes. This procedure is illustrative and does not describe a real complaints-handling service.

If something has fallen short, we want to hear about it. This procedure explains how to raise a complaint, what to include, and how we handle it.

1. How to raise a complaint

You can reach us at complaints@myrabank.com, or through your account. There is no special form to complete — a clear message is enough.

2. What to include

Your name and account reference.
What happened, and when.
What you would like us to do to put it right.

3. How we handle it

Acknowledgement

Within 3 business days of receiving your complaint.

Investigation

A named person reviews the matter and gathers the facts.

Final response

Within 15 business days; up to 35 for more complex matters, with an update if more time is needed.

4. Putting things right

Where we have made a mistake, we will say so, explain what happened, and set out what we will do to correct it and to prevent it happening again.

5. If you are not satisfied

If our final response does not resolve the matter, you may ask us to review it again. We keep a record of complaints so that we can learn from them and improve the service.

6. Contact

complaints@myrabank.com · www.myrabank.com. This procedure should be read together with our Terms of account and Privacy notice.