We’ve been handling complaints and providing support to businesses since 2001. We resolve individual disputes between financial businesses and their customers as an alternative to the courts.

The information on this page is for businesses covered by our compulsory or voluntary jurisdictions.

If you’re a consumer looking to make a complaint, you’ll find our how to make a complaint section useful. We also have separate guidance for small businesses (SMEs) that want to make a complaint.

Resolving a complaint

You’ll always have the chance to resolve any complaint with your customer before it comes to us.

See our step by step guide to resolving complaints 

How we handle complaints

What happens when we look into a complaint and the information we need from you.

Read about how we handle complaints 

Before we get involved

If you’ve received a customer complaint, there are a few things to bear in mind when you respond.

Find out what you need to do before we get involved  

Understanding compensation

How we put things right for customers, whether it’s for financial or non-financial loss.

Understanding redress and compensation 

Case fees

Find out how much case fees are and when you need to pay them.

Read more about case fees 

Complaints we deal with

We receive complaints about a range of financial products and services. Read more about what we cover and our general approach to complaints.

Business support

We share our knowledge and experience with the businesses we work with in a number of different ways.

Find out more about our business support 

Voluntary jurisdiction

Businesses that aren’t covered under our compulsory jurisdiction can apply to join our voluntary jurisdiction.

How to apply for voluntary jurisdiction 

Getting advice

You can get in touch with our technical advice desk for general information on how the ombudsman might look at a particular complaint.

Contact our technical desk