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PPI
The deadline for submitting new complaints to financial businesses was 29 August 2019, but you may still be able to bring a complaint to us if you’re unhappy with the response you’ve been given.
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Banking and payments
We can help with a range of complaints about banking and payment services, including current accounts, savings accounts, direct debits, continuous payment authorities, disputed transactions, and fraud and scams.
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Insurance
Problems involving insurance can be complex and technical. We'll look carefully at the details, weigh up the facts and help resolve your complaint fairly. We look at a wide range of insurance types, including car, home, travel and pet insurance.
We can help with complaints about most kinds of financial products and services provided in or from the UK – from debt collection and payday loans to insurance, mortgages and problems with your claims management company.
When you get in touch, we’ll let you know if the business is one we cover, and if the complaint is about something we can look at.
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Loans and other types of credit
Problems with loans and credit can cause a lot of worry. We can look at complaints involving different types of loans and credit, including payday loans, store cards and goods and services bought using credit.
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Mortgages
We see a wide range of mortgage complaints, from problems with applications to disputes about early repayment charges. As well as residential mortgages, we can help with complaints about non-residential mortgages.
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Investments
We can help resolve complaints about a variety of investments from bonds and derivatives to PEPs and endowments. We'll look fairly and impartially at how the investment was sold to you, and how it's been handled.
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Pensions and annuities
Complaints we see about pensions and annuities include problems with the suitability of advice and delays. We'll investigate complaints, including workplace and personal pensions issues – but in some cases, we'll refer you to the Pensions Ombudsman.
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Other complaints
We can also look at complaints about various other things that have had a negative financial impact on customers. Examples include problems with power of attorney and IT issues with your bank affecting access to your money.
Complaints we can’t help with
As well as time limits and some cross-border complaints, there may be other reasons why we can’t help with a complaint. For example, we won’t usually look into a problem that’s been decided by a court, or one that we’ve looked at already. We publish some sample case studies that give further examples.
Sometimes we can’t help because your complaint should be dealt with by a different organisation or service. For example, we can look at complaints about mobile phone insurance policies – but complaints about mobile phone contracts should be dealt with by the communications ombudsman.
If you can’t find your complaint listed on this page, take a look at the Ombudsman Association’s website to find other ombudsman schemes who may be able to help.
Are you a small business?
If you’re a small business (SME) and want to make a complaint to us, head to our dedicated small business website for more information about how we can help.
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, head to the Claims Management Ombudsman website for more information.