Free dispute resolution for banking and financial complaints
The Financial Ombudsman Service (FOS) is a free, independent service that resolves disputes with banks, insurers, and financial firms. First, complain directly to the firm—give them 8 weeks to respond. If unsatisfied, you can escalate to the FOS. They have power to award compensation up to £385,000. File through their website at: financial-ombudsman.org.uk.
Before contacting the FOS, you must give the firm 8 weeks to respond to your complaint. After 8 weeks, if unresolved, you can contact the FOS. File online at financial-ombudsman.org.uk or by post. Include: your contact details, the firm's details, a clear explanation of the problem, copies of relevant correspondence, and how much compensation you're claiming. The FOS will investigate and contact both you and the firm. They'll hold a hearing (if needed) and issue a binding decision.
The FOS is completely free. You do not pay fees or legal costs.
No. You must give the firm 8 weeks to respond first. If they respond sooner with a Final Response letter, you can escalate immediately. Don't wait the full 8 weeks if they reject your complaint.
Banking (accounts, loans, mortgages), insurance, investments, pensions, and most financial services. They cannot handle complaints about investment advice or large commercial disputes.
6 months on average, sometimes longer for complex cases. You'll be kept updated. The FOS can fast-track simple disputes.
The FOS decision is binding on the firm but you can appeal in limited cases (procedural error, new evidence). You can also pursue court action, though at your own cost.
The FOS decision is legally binding. If the firm doesn't pay, you can take them to court for enforcement. Contact the FOS for next steps.
Use our Bank Tool to draft a formal complaint and prepare your FOS case.
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