Formal Complaint to a Financial Services Firm
Lodge a formal complaint with an FCA-regulated firm before escalating to the Financial Ombudsman Service.
When to use this template
Use this when you have a complaint against a bank, insurer, lender, financial adviser, or other FCA-regulated firm. You must first complain to the firm before going to the Financial Ombudsman Service (FOS). The firm has 8 weeks to respond (3 weeks for payment services complaints).
When NOT to use this template
Do not use this for complaints about unregulated businesses. If you have suffered financial fraud, also report it to Action Fraud. This letter is for FCA-regulated firms only.
Legal Basis
FCA Dispute Resolution: Complaints (DISP) sourcebook; Financial Services and Markets Act 2000 (FSMA); Financial Ombudsman Service jurisdiction under FSMA s.225. The FOS can award up to £430,000 for complaints received after 1 April 2024.
Common Mistakes to Avoid
- ✗Not putting the complaint in writing — a phone call does not start the 8-week clock
- ✗Not keeping a record of the complaint reference number given by the firm
- ✗Waiting more than 6 months after receiving the firm's Final Response Letter before going to the FOS
- ✗Not mentioning that you intend to go to the Financial Ombudsman — this sometimes concentrates minds
Build Your Letter
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Letter preview
[YOUR FULL NAME] [YOUR ADDRESS] [YOUR EMAIL ADDRESS] [DATE OF LETTER] Complaints Department [NAME OF FINANCIAL FIRM] [FIRM'S ADDRESS] --- Dear Sir or Madam, **FORMAL COMPLAINT** I write to make a formal complaint about the service / products provided by [NAME OF FINANCIAL FIRM]. I ask that this letter be treated as a formal complaint under your regulated complaints procedure. **My details** Full name: [YOUR FULL NAME] Account/policy/reference number: [ACCOUNT, POLICY, OR REFERENCE NUMBER] Date of birth: [YOUR DATE OF BIRTH] **Nature of my complaint** [FULL DETAILS OF YOUR COMPLAINT] **Chronology of events** [CHRONOLOGY OF KEY EVENTS] **How I have been affected** [HOW YOU HAVE BEEN AFFECTED FINANCIALLY AND OTHERWISE] **What I am seeking** In order to resolve this complaint, I request: [WHAT YOU WANT THE FIRM TO DO] **Next steps** I understand that under the FCA's DISP sourcebook, you are required to send me a written acknowledgement of this complaint promptly, and to resolve it by sending me a Final Response Letter or a written indication that you are still investigating within 8 weeks of today's date. If I do not receive a satisfactory Final Response within 8 weeks, or if I am dissatisfied with your response, I will refer this complaint to the Financial Ombudsman Service. Please confirm receipt of this complaint and provide me with a complaint reference number. Yours faithfully, [YOUR FULL NAME]
Unfilled fields appear as [FIELD NAME]. Review the letter carefully before sending. This template is a starting point — adapt it to your specific circumstances.