Chinese translation. This page is translated from the canonical English version for general information. UK legal terms do not always translate exactly — check the English source for legal decisions and seek professional advice for important matters. The English page is authoritative.
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.
Who Uses This Journey
Consumers and small businesses with complaints about FCA-regulated firms.
Stage-by-Stage Timeline
1
1
Complain to the firm
Must use the firm's formal complaints procedure first.
2
2
8-week deadline or final response
Firm has 8 weeks; after that, you can refer to FOS.
3
3
FOS referral
Within 6 months of final response. Free for consumers and small businesses.
4
4
Investigation and adjudication
FOS investigator assesses; ombudsman makes binding decision (if accepted).
5
5
Reject and litigate
If you reject the FOS decision, can still pursue County / High Court — but evidence and reasoning need to be stronger.