Bringing a complaint to us is straightforward and won't cost you anything.
Talk to the financial business first
You should give the financial business you’re unhappy with a chance to sort things out before bringing your complaint to us.
Let them know what the problem is, and how you’d like them to put things right. If you’re not sure how to do this, contact us and we can help. The business needs to give you their final response within eight weeks at the most, depending on what you’re complaining about.
If you’re still not happy, bring your complaint to us
If you’re not happy with the response you get from the business – or they don’t get back to you – you can ask us to get involved.
You need to get in touch with us within six months of receiving the business’s final response to your complaint (though there are some exceptions to this rule – find out more about time limits affecting your complaint).
When you get in touch, we’ll need to know:
- some basic information, including your name and address
- what the problem is, and how you want things put right
- details such as the policy number or account number that your complaint relates to
If you want us to talk to a member of your family or a friend – or someone else who’s helping you, such as Citizens Advice – we’ll be happy to do that.
We’ll look into your complaint
Once we’ve checked your complaint is something we can help with, we’ll start to investigate.
When we look into your complaint we will:
- ask the business for their side of the story
- weigh up the facts of what’s happened, fairly and impartially
We'll let you know what we think
Once we've got all the information we need, we'll let you know what we think.
If we think there’s just been a misunderstanding – or you haven’t lost out financially – we’ll explain why. But if we decide you’ve been treated unfairly, we’ll tell the business to put things right. We’re able to resolve most complaints this way.
If you want to take things further
If you or the business disagree with what we think, you (or the business) can ask for a formal decision from one our ombudsmen.
Our ombudsmen will look at things afresh, and have the power to make legally binding final decisions. If you reject the ombudsman's final decision, we can’t take your complaint further – but you can still go to court instead.
Putting things right
If we decide the business has done something wrong, we’ll ask them to put things right.
We can do that in a number of ways – including paying you compensation.
We’re seeing a high number of people bringing complaints to us at the moment, and unfortunately it’s taking us longer than usual to let customers know that complaints have been received and allocated to a case handler. We're doing everything we can to provide answers as soon as possible. If you’ve submitted a complaint online or by post, and are facing financial hardship or ill health – please get in touch on 0800 023 4567.
