how to complain

First, give the business you’re unhappy with a chance to put things right. They have to give their “final response” within eight weeks at the most, depending on what you’re complaining about.

If you’re unhappy with the business’ response, get in touch with us.

get in touch by email

You can email us your complaint to complaint.info@financial-ombudsman.org.uk.

get in touch by phone

You can phone us on 0800 023 4567.

We’re here from 8am to 8pm Monday to Friday, and from 9am to 1pm on Saturdays.

get in touch by post

Our address is Exchange Tower, Harbour Exchange, London, E14 9SR.

what we'll need

complaining about a financial service?

You'll need to complete a copy of our financial services complaint form.

complaining about PPI or a packaged bank account?

We'll also need you to complete and attach a separate questionaire:

complaining about a claims management company?

You'll need to complete a copy of our CMC complaint form.

what happens next?

we review what you’ve told us

We check your complaint is something we can deal with and ask the business for their side of the story.

we look into your complaint

Your complaint will be investigated by one of our case handlers, who will try to understand what happened and if the business did anything wrong.

we give you an answer

Your case handler will let you know the outcome based on what they think is fair and reasonable. If either you or the business disagree with this, you can ask for a final decision from an ombudsman.