On this page you'll find information about the different types of complaint we can look at.
We’re a free service set up by Parliament to resolve complaints about financial businesses, for example banks or insurance companies. If we decide you’ve been treated unfairly, we have the power to put things right.
Banking and payments
Credit and borrowing money
Fraud and scams
Investments
Mortgages
Pensions and annuities
Pre-paid funeral plans
CMCs
Other issues we look at
Financial businesses – such as banks, insurers, lenders and others – must take particular care to treat customers fairly.
Sometimes, we see complaints about the way a financial business behaved at a particular time when providing a financial product or service.
You may be unhappy with the way a financial business:
- treated you – either as a customer or a named attorney
- responded when something went wrong, or
- failed to take your circumstances into account.
If you feel a financial business could have done more to help – or did something wrong – when you needed support with a financial product or service, you might be able to bring your complaint to us.
If we can't help with your complaint
We might not be able to help you with a complaint because:
- it's outside the time limits for bringing a complaint
- the type of complaint is something which should be dealt with by a different organisation
- of other reasons, for example, we’ve looked at it already or it has been dealt with by a court.
Before investigating a complaint, we first need to decide whether or not we have the power to do so. Official rules set out the full detail of what we can and can’t help with, and why.
This is known as 'our jurisdiction'. If we think a complaint is outside our jurisdiction – or that we can't help for another reason – we will let you know.
If the type of complaint is something we can't help with, you may find that another ombudsman scheme can. There are ombudsman schemes that offer help with disputes about utilities, phone and internet connections, legal services, housing and other services.
Find other ombudsman schemes on the Ombudsman Association's website.
Other organisations who offer help
- The European Financial Dispute Resolution Network (FIN-NET) for complaints about a financial business based in another European country.
- The Channel Islands Financial Ombudsman for complaints about financial services provided in or from the Channel Islands of Guernsey, Jersey, Alderney and Sark.
- Isle of Man government for complaints about financial services on the Isle of Man.
- Consumer Council for Water (for England and Wales) for problems with water companies and their services.
- Civil Aviation Authority for guidance on how to make a complaint about an airline or airport service.
- Independent Office for Police Conduct (IOPC) oversees the police complaint system in England and Wales.
- Advisory, Conciliation and Arbitration Service (ACAS) provides information and advice and helps resolve workplace disputes.
- Office of the independent Adjudicator (OIA)deals with complaints from students about higher education providers in England and Wales.
Are you a small business?
If you’re a small business (SME) and want to make a complaint to us, go to our dedicated small business website for more information about how we can help.
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, go to the Claims Management Ombudsman website for more information.