On this page you’ll find out more about when you can expect to hear from us about your complaint.
There is a high demand for our service at the moment. If you’ve sent us details of your complaint, you can expect to receive an acknowledgement from us within 2 weeks – although this can be up to 2 months for a PPI complaint.
At busy times, it can take around 4 months for us to allocate your case to a case handler for assessment – although this may be longer for some product types. You can find out more about timelines for specific complaint types in the complaints we can help with section of this website.
A complex complaint, or where we need to gather more information, may mean it takes longer. If you’re facing financial hardship or severe ill health, please let us know.
The impact of Covid-19 on complaint handling
The impact of Covid-19, and the associated public health measures, mean that financial businesses are having to work differently. The industry regulator, The Financial Conduct Authority (FCA), has set out its expectations for financial businesses’ complaint handling at this time, including what businesses should do in relation to handling and prioritising complaints. You can find the full detail of its statement on its website.
The FCA has said that it expects businesses to continue to explain to consumers how to complain, and to continue to handle complaints fairly. However where consumers do make a complaint, they may not hear back from financial businesses within the 8 weeks the FCA’s rules usually require (or the 15 business days for payment services and e-money complaints). The FCA is asking that consumers show patience at this time if they do not receive a final response to their complaint within the usual 8 weeks. If you’re facing financial hardship or severe ill health however, please let the business know.
We, too, are having to work differently. Although our phone lines are open and we are continuing to resolve complaints that have been referred to us, we expect that there will be an inevitable impact on how long things take. Particularly where we need to obtain information from businesses. Our staff are working hard to continue to provide a service to the people who need us and we continue to engage with businesses where we can, to ensure that we can progress cases referred to us in a timely and efficient way.