What if something goes wrong?
What’s the first step to complaining?
If you have a problem with a financial product or service, you should complain first to the firm you think is responsible. This gives it the chance to put things right at an early stage. In many cases, the firm will be able to sort out your problem itself.
Please refer to our
Putting things right when they go wrong leaflet for a copy of our complaints procedure.
What if this doesn’t resolve the complaint?
The ombudsman service can get involved if:
- The firm has sent you its final response to your complaint and you remain unhappy.
- The firm has had at least eight weeks but has still not sent you its final response - and you are not prepared to wait any longer.
Occasionally a firm may be allowed more time to deal with your complaint. If so, The Financial Ombudsman Service will tell you.
If you are having difficulty contacting the firm, or are unsure what to do next, The Financial Ombudsman Service may be able to help.
About the Financial Ombudsman Service
If you have a complaint about a bank, insurance company or financial firm – the Financial Ombudsman Service may be able to help.
Its job is to settle disputes between financial businesses and their customers. It was set up by law to do this – as independent experts – and its service is free to consumers.
It can look at complaints about most financial matters including, for example:
- banking
- insurance
- mortgages
- pensions
- savings and investments
- credit cards and store cards
- loans and credit
- hire purchase and pawnbroking
- financial advice
- stocks, shares, unit trusts and bonds.
If you're not certain whether they can help with your particular problem – just contact them and ask. They will be happy to advise you.
Call them on 0845 080 1800
How does the Financial Ombudsman Service help?
They aim to settle disputes as fairly and as quickly as they can. There are always two sides to any dispute, so they look carefully at both sides of the story and weigh up all the facts.
They may think the business you are complaining about has treated you fairly. If so, they will tell you.
They may decide the business has acted wrongly and you've lost out as a result. If so, they can order the business to put things right for you. Generally, the aim is to put you in the position you'd be in if things hadn't gone wrong.
What's the first step to complaining?
If you have a problem with a financial product or service, you should complain first to the business you think is responsible. Give them the chance to put things right.
If you're having difficulty contacting the business or you're unsure about anything, let them know. They will explain what you should do next.
Call them on 0845 080 1800
When can the ombudsman service get involved?
They can get involved and start looking at your complaint if:
- the business has sent you a letter with its final response to your complaint, but you're still unhappy or
- the business has had eight weeks already but has still not sent you its final response.
How do I register my complaint with them? They will need some details from you, to see if they can help. You can tell them about your complaint by phoning them on 0845 080 1800. They may then need you to fill in their complaint form. This gives them your personal details and information about your complaint – including what you would like the business to do to put matters right.
If you prefer, you can
print the form off this website.
When you call them, they may be able to fill in some of the information for you, over the phone. They will only need you to give them brief details of your complaint when you call, but it will help if you can tell them any relevant account or policy numbers etc.
What happens next?
If your complaint is one they can deal with, they will usually start by seeing if they can help you and the business sort things out informally.
They will:
- look at your side of the story
- contact the business to get their side of the story
- weigh up the facts and
- tell you and the business what they think.
They might decide the business has treated you fairly and that you've not lost out as a result of its actions. If so, they will tell you why they think this.
Sometimes they find there's no clear-cut right or wrong. If so, they might suggest a compromise to help you and the business settle the matter.
But if you've clearly lost out because of what the business has (or hasn't) done, they will tell the business what to do to put things right.
What if this still doesn't solve the problem?
In many cases, this informal approach will help to settle your dispute. If not, they may need to look at things more formally. This could mean they will have more questions for both you and the business. They may also ask for other documents and information. So it could take some time before they can get to the bottom of your complaint.
On average, they can settle most disputes within six to nine months. And they will always keep you up-to-date so you'll know what's happening with your case.
They can resolve most complaints without needing an official decision by an ombudsman. But if an ombudsman's decision is needed in your case, that decision is final.
You do not have to accept their decision. You are free to go to court instead, if you wish. But they cannot give you legal advice about any court requirements or restrictions (for example, on time limits).
Are there time limits for bringing a dispute to the ombudsman service?
Yes. You will need to refer your dispute to them within six months of the date of the “final response” letter you get from the business you are complaining about.
Other time limits may also apply if:
- what you are complaining about happened some time ago and/or
- you leave it too long to complain after you know (or should have known) that there's a problem.
They will tell you about any rules or restrictions that may apply in your case.
Can someone complain on my behalf?
Anyone can complain on your behalf – for example, a member of your family, a friend or Citizens Advice. But we will need your written authority for this.
Do I need specialist help to bring a dispute to the ombudsman service?
No. You shouldn't need any specialist help – for example, from a solicitor or claims-handling company. They look at the facts of the case – not at how well you present your complaint. And they prefer to hear from you in your own words.
If you employ someone to present your case for you, you might have to pay their costs. This could mean you end up paying them out of any compensation you are due.
Is bringing a dispute to the Financial Ombudsman Service like going to court?
The ombudsman service is not as formal as the courts. They generally decide cases based on the information that you and the business you are complaining about give us, in writing and over the phone. They settle almost all disputes without needing to have face-to-face meetings (sometimes called “hearings”) with the two sides.
Their approach may not suit you if you want to inspect all the papers personally, ask your own questions, or have a hearing as a matter of course. So if these things are important to you, you may prefer to take your dispute to court instead.
They will not usually handle a case which has already been considered by a court (or where court action is due to take place).
Can the ombudsman service help with complaints from small businesses?
Yes. They can normally look at complaints from small businesses that have an annual turnover of less than £1 million.
Can the ombudsman service punish or fine businesses?
No. Their job is to help settle individual disputes between businesses that provide financial services and their customers.
Their service is confidential. They do not publish the names of the businesses or consumers whose complaints they handle.
This web page is only a general guide. The rules they have to follow can be very complex.
If you ask them to look into your complaint, they will explain any particular rules or restrictions that may apply in your own individual case. They will always give you the chance to query anything you don't understand or agree with.
Write to
Banking and Loans Division
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
Phone
0845 080 1800