Quick summary: If you paid monthly fees for a packaged or fee-paying bank account, organise the paperwork showing what was sold, what you paid, which benefits you could use and how the bank responded.
Confirm the account and fee history
Start with statements showing the monthly account fee, when the account was opened or upgraded and whether the fee changed over time. This helps show the value affected.
Check the benefits and eligibility
Packaged accounts often include travel insurance, mobile phone cover, breakdown cover or other benefits. Keep evidence showing whether you were eligible, whether you already had cover elsewhere and whether you ever used the benefits.
Keep the sales explanation if available
Save welcome packs, upgrade letters, branch notes, call recordings if supplied, emails and any documents explaining the account. The key question is often whether the costs, exclusions and alternatives were explained clearly.
Organise the complaint trail
Keep your complaint, the bank response, any final response and Financial Ombudsman correspondence if you escalated. Put these in date order with the account statements.
Evidence checklist
- Bank statements showing monthly packaged account fees
- Account opening, upgrade or welcome documents
- Benefit summaries, exclusions and eligibility information
- Evidence of unused or unsuitable benefits
- Complaint letters, bank replies and final response
- Any refund offer, rejection reason or escalation correspondence
Common questions
Does it matter if I used one of the benefits?
It can. Using a benefit does not automatically decide the issue, but it may affect how the account history is reviewed.
Can old bank charges be reviewed?
Older charges can be harder to evidence. Keep the earliest statements and account documents you can find, plus any explanation from the bank.
Should I use a packaged bank account refund calculator?
A calculator may estimate fees paid, but the evidence pack should still show statements, account terms, benefits and complaint replies.