We’re the Financial Ombudsman Service. Since we were set up by Parliament in 2001, we’ve settled millions of disputes between consumers and financial service providers – including banks, insurers and lenders.
If you can’t sort things out directly with a financial business, we can help. We’ll look at what happened, give you an answer and ask the business to put things right if we think you’ve been treated unfairly.
Free
You don’t need to pay to bring a complaint to us.
We’re informal and easy to use.
Fair
We listen to both sides of the story.
Then weigh up the facts and check the rules to see if you’ve been treated fairly.
Final
When we finish our investigation, we’ll give you an answer. If it’s just a misunderstanding or you haven't lost out, we’ll explain why.
If we think you lost out, we’ll ask the business to put it right. For example, by refunding charges or reinstating your policy.
Complaints we can help with
We can help with complaints about most financial products and services provided in or from the UK, including things like:
- banking and payments
- fraud and scams
- insurance
- credit and borrowing money
- investments
- mortgages
Case studies
Explore some of the cases brought to us and how we helped to resolve them.
Get an answer to a complaint
To bring your complaint to us:
- You’ll need to contact the financial business first and give them a chance to sort things out.
- If they don’t reply or you’re unhappy with their final response to your complaint, we may be able to help.
- Making a complaint to us easy and straightforward. You can do this online, by email or over the phone.
- Check if your complaint is ready by answering a few quick questions online before filling out our complaint form.
If you need information in alternative formats like braille or large print, see our accessibility page.
