ombudsman · Financial services
Free dispute resolution for many eligible regulated complaints.
The Financial Ombudsman Service (FOS) is a free, independent body that resolves disputes between consumers and financial services firms. If your bank, insurer, lender, or other financial firm has not dealt with your complaint fairly, FOS can investigate and order them to put things right — including paying compensation. This guide covers who can use FOS, when to refer, and how to give your case the best chance.
FOS investigates complaints about regulated financial services and products. It looks at the evidence from both sides, applies relevant law and regulation, and makes a decision. If you accept the decision, it is legally binding on the firm. FOS handles complaints about banks, building societies, insurers, financial advisers, credit providers, and other FCA-regulated firms.
Financial Services and Markets Act 2000
FCA-regulated firms must handle complaints under the DISP section of the FCA Handbook. This requires them to acknowledge complaints promptly, investigate fairly, and send a final response within 8 weeks for most complaint types. The final response must explain the decision and tell you about your right to refer to FOS.
FCA Handbook DISP 1.6
FOS can order firms to pay compensation for financial loss, distress, and inconvenience up to the current maximum award (check the FOS website for the latest figure as it changes). It can also order practical remedies: correcting records, reopening accounts, or taking specific action to fix a problem.
Since July 2023, the FCA's Consumer Duty requires firms to deliver good outcomes. FOS considers Consumer Duty obligations when assessing complaints, which may mean firms are held to a higher standard than before on issues like product suitability, fair pricing, clear communications, and quality of support.
FCA Consumer Duty
Use the firm's complaints process. Be specific about the problem and what you want. Get a reference number.
Tip: Put your complaint in writing so you have a clear record.
The firm has 8 weeks for most complaints. The final response must explain their decision and your FOS rights.
Tip: If they do not respond within 8 weeks, you can refer to FOS immediately.
Check whether it addresses all your points. Note anything missed — you can raise these with FOS.
Tip: Do not feel pressured to accept an offer you consider inadequate.
Submit online at financial-ombudsman.org.uk. Provide a clear summary of your complaint, what the firm said, and what you want.
Tip: Do not wait until the last day of the 6-month window — submit as early as possible.
Upload statements, correspondence, contracts, and any other evidence. Organise it chronologically.
Tip: A one-page timeline of key events helps the investigator understand your case quickly.
FOS may ask for more information. Respond quickly and fully to keep your case moving.
Tip: Check your email regularly including spam folders.
If you accept, the firm must comply. If you reject, you can still pursue other routes such as court action.
Tip: Consider carefully before rejecting — FOS decisions often represent a reasonable outcome.
Eligible complainant
Consumers, micro-enterprises (under 10 employees and under €2m turnover), small charities, and small trusts can use FOS. Check the current definitions on the FOS website.
Regulated financial activity
The complaint must relate to a regulated financial activity by an FCA-authorised firm. Not all financial products are regulated.
Firm given chance to resolve
You must have complained to the firm first and either received a final response or waited 8 weeks.
Within FOS time limits
You must refer within 6 months of the firm's final response. There are also longer-stop time limits. Check FOS for current rules.
Not subject to court proceedings
If you have already issued court proceedings on the same matter, FOS will generally not investigate.
Firm must send final response
56 days · from Date complaint received by firm
FOS referral deadline
180 days · from Date of final response letter
Longer-stop time limit
2190 days · from Date of the event complained about (6 years, check FOS for exceptions)
Citing Financial Services and Markets Act 2000, FCA Handbook (DISP) with your specific case details — editable before you send anything.
Suggestions are for guidance only. Always verify with official sources.
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