Complaining to the Financial Ombudsman Service
The Financial Ombudsman Service (FOS) is a free way to resolve a dispute with a bank, insurer, or other regulated financial firm once you have complained to the firm directly. Firms have up to 8 weeks to send a final response; you then have 6 months from that response to refer the complaint to FOS. FOS can order a firm to pay compensation, up to a limit set out in the FCA Handbook and uprated each April.
Overview
You must complain to the financial firm first — FOS will not usually take a complaint that the firm has not already had a chance to resolve. The firm has up to 8 weeks to consider most complaints (a shorter, 15-day, limit applies to complaints about fraud, scams, payment services and electronic money) and must send a final response setting out its decision and your right to refer the matter to FOS. You then have 6 months from the date of that final response to bring your complaint to FOS; miss the deadline and FOS usually cannot help unless there were exceptional circumstances, the firm never sent a valid final response, or the firm agrees to let FOS look at it anyway. An FOS adjudicator investigates first and gives an initial view; if either side disagrees, an Ombudsman issues a final decision, which is binding on the firm if you accept it but does not stop you going to court if you reject it. FOS can also order compensation up to a maximum award that the FCA Handbook (DISP) revises every April — check the current figure before assuming a fixed cap, since it has increased several times in recent years.
Who Can Use This Process
- 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
Step-by-Step Process
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 £455,000 for complaints referred to FOS on or after 1 April 2026 concerning an act or omission on or after 1 April 2019 (£205,000 for earlier acts or omissions) — this cap is uprated by the FCA Handbook (DISP 3.7.4) every April
- Awards can include compensation for distress and inconvenience
- You are not bound by the decision — you can reject it and go to court
Costs
Important Warnings
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.
Useful Links
Frequently asked questions
- How long does the complaining to the financial ombudsman service process take?
- The end-to-end timeline depends on which stage you're at. Common steps run on these timeframes: "Allow 8 weeks for response"; "Within 6 months of final response"; "3-12 months typically"; "Additional months". Add court / counterparty response time on top — disputed matters can run months longer than the bare minimum.
- How much does it cost?
- Main outlays are: FOS complaint — Free; Maximum award — £455,000. Court fees often qualify for Help with Fees remission if you're on a low income. Solicitor fees are extra and vary widely — many matters can be done as a litigant in person.
- What are the most common mistakes to avoid?
- Watch out for: 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.. If you're unsure on any of these, get advice from a regulated solicitor or a free service like Citizens Advice before acting.
- Where can I find the official forms and guidance?
- The official sources are: Financial Ombudsman Service; FCA Handbook: DISP. Always use the forms / guidance from the issuing authority's own site — third-party copies can be out of date.
- Can I do this myself without a solicitor?
- Yes — many people complete this kind of matter as a litigant in person. The site walks through each step in plain English. A solicitor is recommended if: large sums are at stake, the other side has legal representation, the matter involves criminal liability, children, immigration, or you're unsure on any procedural deadline. Free advice is available from Citizens Advice, Law Centres, and (for some matters) LawWorks pro bono clinics.