All FAQs

We can deal with complaints about a very wide range of financial products and services - from pet insurance and payday lending to mortgages and stocks and shares.

But the rules and restrictions we have to follow mean there are some types of complaint we can’t help with. These rules can be very complex - and may depend on the exact circumstances of your case. It’s usually best to phone us, so that we can talk the situation through with you.

In particular, time limits may apply if you leave it too long to complain after you realise (or should have realised) that there's a problem.

If we uphold a complaint, we can tell the business to compensate the consumer for losses of up to our award limit. But most cases we deal with involve much smaller amounts than this.

Where this limit may be relevant in a complaint, we will explain as soon as possible what this could mean for both sides. Some consumers may decide at this point to withdraw their complaint - as is their right to do so.

The ombudsman service doesn't punish or fine financial businesses. And we don’t monitor (or "regulate") businesses to make sure they follow the rules. This is the job of the regulator, the Financial Conduct Authority (FCA).