Make a complaint online

You can make a complaint through one of our online forms, and find out more about the information you’ll need to have to hand before you start filling the form in.

How to complete an online complaint form

Youll need the following information to hand to help you complete the complaint form:

  • The name of the financial business you're complaining about.
  • Dates of correspondence with the business, including the date of its final response.
  • Your account or policy details. 

Please note that our online complaint form needs to be completed in one go, it cannot be saved part of the way through. Allow up to 30 minutes to complete and submit it.

Please dont close the form until you have fully completed and submitted it. If you do, you will lose the stage youre at and the information you have added so far.

How to complain

You can find information about what to do before bringing a complaint to us, the stages of our complaint process and what to expect on our how to complain page. 

How to complain  

Our timelines

It’s currently taking longer than we’d like to allocate cases to our case handlers for investigation. We’re working to improve waiting times.

You can find up-to-date information about our general timescales on our how long it takes page, and you can find more detail about timescales for specific types of complaints by choosing the product area you’d like to read about on our complaints we can help with page.

How long it takes   Complaints we can help with  

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. 

Make a general enquiry

Find out more about contacting us, if you have an enquiry about an ongoing complaint. 

Ways to contact us