Resolving a complaint

We have years of experience dealing with financial disputes. We use this knowledge to help businesses resolve complaints fairly and effectively.

This guide outlines what happens when you receive a complaint from a customer. It covers each step of the process – whether it’s a complaint that can be quickly resolved by you or something more complex that needs our help.


A customer makes a complaint to your business

If a customer has a complaint about your business, you’ll always have an opportunity to try and resolve it before we get involved.

You should treat any expression of dissatisfaction from your customer – in person, over the phone or in writing – as a complaint.


You deal with the complaint

Once you receive the complaint, you’ll need to acknowledge it and look into it within the timeframes set out by the Financial Conduct Authority (FCA) DISP rules.

You’ll then need to write to your customer setting out your response to their complaint. It’s important to be clear with them and explain the reasons for your answer.

You’ll also need to tell them about our service. Explain that they can bring their complaint to us if they don’t agree with you.

Find out more about what you need to do before we get involved.

If the customer accepts your response, we won’t need to get involved.

If you have any questions or need general guidance on dealing with complaints, our technical desk is on hand to help.


The customer brings the complaint to us

If the customer isn’t happy with your response, or they haven’t heard from you within the time allowed, they can ask us to get involved.

One of our case handlers will look into the complaint. If it’s something we can deal with, we’ll ask for both sides of the story and investigate what’s happened.  

Most complaints can be resolved at this stage, without the need for an ombudsman to get involved.

Find out more about how we handle complaints.

Find out about when we charge case fees.


The complaint is referred to an ombudsman

If you or the customer don’t agree with what we’ve said, the complaint can be referred to an ombudsman.

They’ll independently review the case and make a final decision based on what they think is fair and reasonable in the circumstances of the case. Their decision is legally binding if it’s accepted by the customer.

Find out more about how we handle complaints



Putting things right

If we decide the customer has lost out we’ll tell you how to put things right. In most cases, this will mean putting your customer back in the position they’d have been in if things hadn’t gone wrong.

This might involve paying money or compensating the customer for any distress and inconvenience.

Find out more about compensation.

Financial Ombudsman Service for small businesses

Are you a small business?

If you’re a small business (SME) and want to make a complaint to us, go to our dedicated small business website for more information about how we can help.

Claims Management Ombudsman - a Financial Ombudsman Service

Need help with a claims management dispute?

We can also help with complaints about claims management companies (CMCs). If you have a complaint, or you’re a CMC dealing with a complaint, go to the Claims Management Ombudsman website for more information.