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How to complain

This page explains how to complain to a financial business if you’re unhappy with a product or service, and when you can bring a complaint to us.  

Last updated: 4 January 2023
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  1. Step 1: Complain to the financial business
  2. Step 2: Wait while they investigate
  3. Step 3: Bring your complaint to us
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Step 1: Complain to the financial business

If something goes wrong with a financial product or service, you should first:

  • contact the financial business
  • make them aware of what’s happened or what the problem is
  • let them know how you would like them to put things right

The financial product or service provider should have the chance to sort things out.

Most complaints can be resolved directly with the business.

  • If you’re not sure how to contact the business to complain, you can usually find information about their complaints process:

    • on their website
    • in their terms and conditions
    • in other paperwork they have sent you
    • from their customer service teams

    The Financial Conduct Authority (FCA) publishes contact details for regulated financial businesses. You can search the FCA register to find the contact details you need.

  • Keep a note of any information or evidence that you think will support your complaint, such as conversations and correspondence you have had with the financial business. 

    Providing this information will help us work more quickly if you bring your complaint to us.

Step 2: Wait while they investigate

There are rules that financial businesses must follow when they investigate a complaint. They should consider what’s happened quickly and fairly and keep you updated throughout the process.

Let the business know as soon as you can if you’re in a vulnerable position, for example:

  • you are severely ill
  • you are in financial difficulty
  • you need help urgently

Depending on the circumstances, they may be able to look at your complaint more quickly.

Once the business has finished looking into your complaint and reached a decision, they will send you a final response.

The final response will include:

  • details of the outcome of your complaint
  • how to take your complaint further if you remain unhappy

You should read this carefully and keep it. We will ask to see it if you contact us about your complaint.

You will need to make a complaint to us within 6 months from the date on your final response.

  • For most complaints, a business has up to 8 weeks to consider a complaint. But a business has only 15 days to consider complaints about:

    • fraud and scams
    • payment services such as bank transfers or direct debits
    • electronic money for example, online money transfers, Apple Pay or travel money cards.

    If you haven’t received a response to your complaint within the time limits, you can refer your complaint to us. 

    Find out more about other time limits that apply to making a complaint.

    Time limits

Step 3: Bring your complaint to us

If you’re not happy with their response, or you don't hear from them within the time limits, you can bring your complaint to us. You can ask us to investigate if:

  • you’ve had a final response and you’re not happy with the outcome, or
  • the business has had the time it needs and you have not had a reply

Our service is free and easy to use. You don’t need to pay anyone to represent you, for example, a lawyer or claims management company (CMC). If you want to, you can ask a family member, friend or someone else to help you with your complaint.

You will need to answer a few questions and send us information about what’s happened, you can do this by filling in our online complaint form.

Our online complaint form will:

  • check you’re ready to send your complaint to us
  • give you an idea of whether we can help you

We will ask you questions about:

  • your complaint
  • what has happened
  • the financial business you want to complain about

If it sounds like we can help you with your complaint, we will explain the next step in the process.

Go to our complaint form