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How to complain to a financial business
For consumers / How to complain
This page sets out a step-by-step guide about how to make a complaint to a financial business.
Published 17/08/2022 Last updated 29/07/2024
Our service standards
Who we are / Our customer service
These are the standards that we hold ourselves accountable for when resolving complaints.
Published 30/03/2023 Last updated 30/03/2023
Our customer service
Who we are
What we do to provide excellent customer service.
Published 13/02/2019 Last updated 14/04/2025
Corporate information
An overview of some of our corporate policies and procedures
Published 13/02/2019 Last updated 02/01/2025
Finding a solution when neighbour refuses to discuss structural damage
Decisions and case studies / Case studies
Bryony got in touch with us when her neighbour's reluctance to agree to planned work on their property was giving her cause for concern.
Published 06/03/2019 Last updated 11/07/2025
If you need other additional support
Accessibility services
Find out how we can help you if you need other additional support.
Published 06/03/2019 Last updated 21/11/2024
Our annual review 2018/2019
News
We’ve published our annual review today. This covers the main stories we’ve seen in banking & borrowing, insurance, investments & pensions, and PPI over the financial year 2018/2019.
Published 15/05/2019 Last updated 04/03/2021
Did the financial business make a recommendation or give advice?
For businesses / Complaints we deal with / PPI / An overview of the ombudsman's approach
Did the financial business make a recommendation or give advice?
Published 26/05/2019 Last updated 26/01/2021
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Newsletter
If you no longer wish to receive our email newsletter, you can enter the email address that you want to remove and unsubscribe.
Published 27/02/2020 Last updated 21/12/2021
Compensation for distress or inconvenience
For businesses / Resolving a complaint / Understanding compensation
This page is intended to help financial businesses understand our approach to compensation for an impact that isn't financial, such as distress and inconvenience.
Published 13/10/2021 Last updated 20/02/2023
