Complaining to the Financial Ombudsman Service

If you’re thinking about complaining to the Financial Ombudsman Service, (FOS) you should first approach your bank, insurer or financial service provider. It needs to be given the opportunity to resolve your issue.

You must wait eight weeks before escalating your complaint to FOS. It will contact the company about your complaint and ask it to deal with the issue on your behalf if you don’t wish to continue to deal with the company directly.

Once you’ve waited eight weeks, then you can go to the Financial Ombudsman Service

You can either contact the Financial Ombudsman on the phone by 0300 123 9 123 or 0800 023 4567, or you can download a complaint form , sign it and send it in.

Helpful hints when making a complaint about finance

• Make your complaint in writing – this is the easiest way to make sure it gets recorded properly
• If you do need to make a phone call, you can record and store it in your Resolver case file
• Record as many details as possible – such as who you speak to, their job titles and the dates and times of your calls with them
• Be polite. You may be frustrated and irritated about the service you’ve received, but it’s important to keep calm, especially if you’re complaining to FOS as this is a third party that has had nothing to do with your complaint other than an intent to help resolve it.

Other options for advice

You can speak to the Citizens Advice Bureau for advice on financial matters, or you could talk to the Government’s Money Advice Service .