Complaining to the Financial Ombudsman Service
How to escalate a complaint about a financial services firm to the Financial Ombudsman Service (FOS).
Visión general
The Financial Ombudsman Service (FOS) is a free, independent service for resolving disputes between consumers and financial services firms. If you have complained to a firm and are not satisfied with the response (or the firm has not responded within 8 weeks), you can refer your complaint to FOS. The Ombudsman can make awards up to £430,000.
Quién puede usar este proceso
- You are an eligible complainant (individual, micro-enterprise, small charity, or trust)
- You have first complained to the firm directly
- The firm has issued a final response or 8 weeks have passed since your complaint
- Your complaint relates to a regulated financial activity
- You refer your complaint within 6 months of the firm's final response
Proceso paso a paso
Complain to the firm first
You must first raise your complaint directly with the financial services firm. The firm must respond within 8 weeks with a final response letter. If it upholds your complaint, it should offer appropriate redress. If it rejects your complaint, the final response must tell you about your right to refer to FOS.
- Put your complaint in writing
- Be specific about what went wrong and what you want
- Keep copies of all correspondence
Refer to the Financial Ombudsman Service
If unsatisfied with the firm's response (or after 8 weeks with no response), you can refer your complaint to FOS online, by phone, or by post. You must refer within 6 months of the firm's final response.
- FOS is free for consumers
- You can still use FOS even if you have a solicitor
- Include all relevant documents and correspondence
Investigation by an adjudicator
An FOS adjudicator will review the complaint and issue an initial assessment. They will consider the evidence from both sides and reach a view on whether the firm treated you fairly. If both parties accept, the case is resolved.
- Be responsive to requests for information
- You can submit additional evidence
- Most cases are resolved at this stage
Ombudsman's final decision
If either party disagrees with the adjudicator's assessment, you can request a final decision from an Ombudsman. The Ombudsman's decision is binding on the firm if you accept it. If you reject it, you can still take the matter to court.
- The Ombudsman can award up to £430,000
- Awards can include compensation for distress and inconvenience
- You are not bound by the decision — you can reject it and go to court
Costes
Advertencias importantes
There is a strict 6-month time limit from the firm's final response — do not miss this deadline.
FOS decisions are binding on the firm but not on you. If you accept, you cannot later pursue the same claim in court.
FOS cannot deal with complaints about regulated activities that took place before the firm was regulated.