Financial Ombudsman Service (FOS)

Free, independent service for resolving complaints between consumers and financial businesses.

This page covers UK-wide law. Where local procedure differs (e.g. courts or tribunals), this is noted in the relevant section.

Overview

The Financial Ombudsman Service settles disputes between consumers and financial businesses authorised by the FCA. Decisions are binding on the business if the consumer accepts them. The maximum award (where the complaint was referred after 1 April 2024) is £430,000 for acts or omissions on or after 1 April 2019; lower limits apply for older complaints. FOS is free for consumers and small businesses.

What it handles

Banking complaints (current accounts, credit cards, loans)
Insurance complaints (motor, home, travel, life, PPI)
Investment and pensions complaints
Mortgage complaints
Mis-sold financial products
Section 75 disputes with credit card providers

Fees

Consumers and small businesses: Free

Deadlines

Business's final response letter → 6 months to complain to FOS
Event complained of → 6 years (or 3 years from awareness, whichever is later)

Official sources

https://www.financial-ombudsman.org.uk

Official Resources

Complain online →

Last reviewed: 2026-05-21. This is legal information, not legal advice.