For consumers

Complaints we can’t help with

There may be some occasions where we can’t help with a complaint. For example, certain time limits might affect whether we can or can't help.

Sometimes we can’t help because your complaint should be dealt with by a different organisation or service. Or there may be other reasons – 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. 

  • Complaints for other organisations

    We can look at complaints about specific businesses and activities. Find out more detail about the complaints we can help with.

    Sometimes we can’t help because your complaint should be dealt with a different organisation. We publish a list that provides links to other complaint-handling organisations, and we outline the areas they cover. Where we can, we'll try to help sign-post you to the organisation to help with your complaint.

    Find out more

  • Complaints affected by a time-limit

    There are time limits that affect whether we can look into a complaint. 

    Read more about how long you have to complain to a business and to us, and how long it should take for a business to reply, in our guidance on time limits for complaints.

    Find out more

  • Complaints about non-UK businesses

    Generally, we can look at most complaints about businesses that provides financial services in or from the UK. In some cases, we can look at complaints about businesses that are based outside the UK where they are covered by our service.

    We have some information on our website about other organisations who may be able to help with complaints about a financial business outside the UK. 

    Find out more

  • Complaints that involve court action

    There may be some circumstances or situations where we won't look into a complaint, because it isn't appropriate for us to do so. For example, this might be where the subject matter of the complaint would be better dealt with by a court, or where court action is already ongoing.

    We have published some information on our website that give further examples of when this might apply. 

    Find out more

  • Read more about our role

    We can help a range of people with their complaints about financial products or services. In some cases, we might not be able to help if you’re not eligible to bring a complaint to our service, for example complaints from large businesses. 

    Official rules set out the full detail of who we can and can’t help and provide more detail about the reasons we might not be able to help that are mentioned on this page. We provide more detail on our site about what to expect when you bring a complaint to our service.

    Find out more

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, head 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, head to the Claims Management Ombudsman website for more information.