How Do I Complain To The Financial Ombudsman?

The Financial Ombudsman Service (FOS) is an independent body that settles disputes between consumers and financial businesses. However, you cannot usually go straight to them. You must first complain to the financial business and give them an opportunity to investigate.

The business generally has eight weeks to respond. Once they issue a "final response letter" (sometimes called a deadlock letter), or if eight weeks pass without a resolution, you can then escalate your complaint to the FOS. It is crucial to act quickly after receiving the final response, as strict time limits apply—usually six months from the date on the final response letter.

When submitting your complaint to the Ombudsman, provide a clear, chronological timeline of events. Explain what the business did wrong, why you believe it was unfair, the financial or emotional impact it had on you, and exactly what you want the business to do to put things right. The Ombudsman will consider the law, industry rules, and what is fair and reasonable in your specific circumstances.