How to Complain to the Financial Ombudsman Service (UK)
The Financial Ombudsman Service settles disputes between consumers and financial firms — banks, insurers, lenders, payment providers and investment businesses. It is free, independent, and often the fastest route to getting a refusal overturned.
Last reviewed: August 2026
Who can use it
Individual consumers, most small businesses, charities and trusts below the size thresholds can complain about a UK-regulated financial firm. The complaint has to be about something the firm did or failed to do — a fraud refund refused, a payment mishandled, an unsuitable investment recommended, a claim declined unfairly.
Step 1: Complain to the firm in writing
Set out what happened, when, what you lost, and what you want the firm to do. Keep it factual and chronological. Ask explicitly for a final response letter, because that letter starts your Ombudsman clock.
- Dates and amounts of every relevant transaction
- What you were told, by whom, and how (calls, chat, letters)
- Copies of statements, screenshots and correspondence
- The outcome you want — a refund, compensation, correction of records
Step 2: Wait for the final response, or eight weeks
The firm normally has eight weeks. If the reply rejects your complaint, or nothing arrives in time, you can escalate. Do not let the six-month window from the final response slip — it is the most common way good complaints are lost.
Step 3: Submit to the Ombudsman
You can complain online, by phone or by post. Attach the firm's final response and your evidence bundle. An investigator reviews it and issues a view; if either side disagrees, it can be escalated to an ombudsman for a final decision.
How to make your complaint stronger
The Ombudsman decides what is fair and reasonable, not just what the contract says. That means the human detail matters: what warnings you actually saw, whether the firm's systems should have spotted an unusual payment pattern, whether you were vulnerable at the time, and whether the firm handled you fairly afterwards.
- A short, dated timeline at the top of your submission
- The specific red flags the firm should have acted on
- Evidence of the loss, including consequential costs
- Anything the firm said that was wrong or misleading
When to take legal advice instead
The Ombudsman has an award limit, and it does not handle claims against unregulated parties or professional negligence by solicitors, accountants and surveyors. Where your loss exceeds the limit, or the wrongdoer is a professional rather than a financial firm, a civil claim may recover considerably more. We will tell you free of charge which route fits your case — and if the free route is the better one, we will say so.
Common questions
Does the Financial Ombudsman cost anything?
No. The service is free for consumers and small businesses. You do not need a solicitor or a claims company to use it, and no one should charge you a percentage simply to fill in the form.
Do I have to complain to the firm first?
Yes. The firm normally gets up to eight weeks to give you a final response. If it does not reply in time, or you are unhappy with the reply, you can then take it to the Ombudsman.
How long do I have?
Generally six months from the firm's final response letter, and normally within six years of the event (or three years from when you reasonably knew there was a problem). Missing the six-month deadline can end the complaint, so diarise it the day the letter arrives.
Is the decision binding?
If you accept a final decision from an ombudsman, it is binding on the firm and enforceable. If you reject it, you keep the right to go to court, subject to the usual limitation rules.
Free, no-obligation case assessment
Tell us what happened and we will tell you honestly whether your loss is realistically recoverable. If it is not, we say so — there is no charge and no obligation to proceed.
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