How long does the financial complaint process usually take?

The process typically takes between three and eighteen months. It begins by using the firm's formal complaints procedure, followed by a potential referral to the Financial Ombudsman Service if the firm's final response is unsatisfactory. The timeline depends on the complexity of the investigation and whether the case proceeds to court.

What are the first steps I need to take to complain about a financial firm?

You must use the firm's formal complaints procedure first. The firm has eight weeks to provide a final response. If you are not satisfied with that response, you can then refer the matter to the Financial Ombudsman Service, provided you do so within six months of receiving the final response.

Is there a cost to refer my complaint to the Financial Ombudsman Service?

Referring your complaint to the Financial Ombudsman Service is free for consumers and small businesses. You must make this referral within six months of the firm's final response. The FOS will then investigate the matter and an ombudsman will make a decision, which is binding if you accept it.

What happens if I disagree with the Financial Ombudsman Service decision?

If you reject the FOS decision, you can still pursue the matter in the County Court or High Court. However, the evidence and reasoning required for litigation need to be stronger than those presented to the ombudsman. This step is optional and depends on your willingness to engage in court proceedings.

Who is eligible to use this complaint process?

The complaint journey is available to consumers and small businesses who have complaints about FCA-regulated firms. This includes issues related to banking, insurance, investments, mortgages, or pensions. The process is designed to provide a structured route for resolving disputes with these regulated entities.

All Legal Journeys

Consumer Law

UK-wide

5 stages

3–18 months

Reviewed 2026-05-22

FCA / FOS financial complaint journey

Bank, insurer, investment, mortgage, or pension complaint through firm → FOS → court.

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

Who Uses This Journey

Consumers and small businesses with complaints about FCA-regulated firms.

Stage-by-Stage Timeline

Complain to the firm

Must use the firm's formal complaints procedure first.

8-week deadline or final response

Firm has 8 weeks; after that, you can refer to FOS.

FOS referral

Within 6 months of final response. Free for consumers and small businesses.

Investigation and adjudication

FOS investigator assesses; ombudsman makes binding decision (if accepted).

Reject and litigate

If you reject the FOS decision, can still pursue County / High Court — but evidence and reasoning need to be stronger.

Official Sources

Financial Ombudsman Service

Frequently asked questions

How long does the financial complaint process usually take?: The process typically takes between three and eighteen months. It begins by using the firm's formal complaints procedure, followed by a potential referral to the Financial Ombudsman Service if the firm's final response is unsatisfactory. The timeline depends on the complexity of the investigation and whether the case proceeds to court.
What are the first steps I need to take to complain about a financial firm?: You must use the firm's formal complaints procedure first. The firm has eight weeks to provide a final response. If you are not satisfied with that response, you can then refer the matter to the Financial Ombudsman Service, provided you do so within six months of receiving the final response.
Is there a cost to refer my complaint to the Financial Ombudsman Service?: Referring your complaint to the Financial Ombudsman Service is free for consumers and small businesses. You must make this referral within six months of the firm's final response. The FOS will then investigate the matter and an ombudsman will make a decision, which is binding if you accept it.
What happens if I disagree with the Financial Ombudsman Service decision?: If you reject the FOS decision, you can still pursue the matter in the County Court or High Court. However, the evidence and reasoning required for litigation need to be stronger than those presented to the ombudsman. This step is optional and depends on your willingness to engage in court proceedings.
Who is eligible to use this complaint process?: The complaint journey is available to consumers and small businesses who have complaints about FCA-regulated firms. This includes issues related to banking, insurance, investments, mortgages, or pensions. The process is designed to provide a structured route for resolving disputes with these regulated entities.