All FAQs

We look at each case carefully - and the time it takes varies significantly. It can depend on:

  • how complex the case is and
  • how long it takes us to get the information we need, to get to the bottom of your complaint.

This means we can sort out some complaints within just a few weeks - and around two thirds of cases within three months. But some disputes can take longer. For example, because of the large number of people asking for our help, complaints about mis-sold payment protection insurance (PPI) are likely to take up to two years to sort out.

Complaints can take longer if you or the business raise particularly complex issues - or you want a final decision from an ombudsman.

How we prioritise cases can also be affected by the number and type of complaints that consumers refer to us.

We publish detailed figures showing how long it takes us to resolve complaints each year in our annual review.

Like the courts, the ombudsman service is entirely impartial. We are also open about our work. We publish complaints statistics about the proportion of cases we uphold, so that everyone can see the outcome of complaints following our involvement.