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how to complain

1. complain to your bank, insurance company or finance firm

It's important that you complain first to the business you're unhappy with – and give them a chance to look into your problem. They have eight weeks to do this. We can help by contacting the business for you, and telling them about your complaint.

  • phone our consumer helpline on
    0300 123 9 123
    or 0800 023 4567
    Monday to Friday – 8am to 8pm
    Saturday – 9am to 1pm
    we'll be happy to phone you back
  • email complaint.info@financial-ombudsman.org.uk
    we will usually be able to deal with phone queries on the spot - so phoning will be much quicker than emailing us

If your complaint is about payment protection insurance (PPI), most of the larger banks have PPI complaints units set up specially to deal with these cases.

Here are some hints on the best ways of making sure your complaint is taken seriously.

2. ask us to look at your complaint

If you're not happy with how the business has dealt with your complaint, you can ask us to look into it for you.

You will need to fill in our complaint form – so that we know your details. We can help you do this (phone us on 0300 123 9 123 or 0800 023 4567). Or you can download the form below.

3. our complaint form

  • You can fill in the "Word" version of our complaint form on-screen
  • Or print off the "PDF" version of our complaint form – to fill in by hand

You need to sign the completed form by hand – and post it to us with any relevant papers and documents.

payment protection insurance (PPI)

  • If your complaint is about payment protection insurance (PPI), you'll need to fill in the special PPI questionnaire ("Word" or "PDF" version) – as well as our standard complaint form.
  • Using the PPI questionnaire will make it easier for you to organise and write down the main facts of your case.
  • If you've already filled in the PPI questionnaire when you first complained to the financial business, please send us a copy.

If you're not sure about anything – or you need help filling in the PPI questionnaire – just get in touch with us.

And if you've already got a PPI complaint with us, we've got a special section on our website to keep people updated on what's happening.

formats and languages

We can provide information about our service in:

If you have any practical needs that affect your ability to complete our complaint form, we will do our best to help. Email us about your needs or phone us on 020 7964 0766.

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