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How to Complain to the Financial Ombudsman Service

The Financial Ombudsman Service settles complaints about banks, insurers, lenders and other financial businesses, once the business has had the chance to put things right. It is free. Write your complaint to the business first, and we print it and post it for you by Royal Mail.

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From £2.49 including printing and postage

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  • Order by 2.30pm for same-day posting

Quick Answer

Complain first to
The business
The business has
8 weeks
Then you have
6 months
Cost
Free
Helpline
0800 023 4567

For complaints about fraud, scams, payment services and electronic money, the business has only 15 days.

Works on any computer, tablet or phone

Where to Send It

Your complaint goes to the financial business first, at the address on its letters or its complaints page. The Ombudsman comes after that.

Financial Ombudsman Service

Post for the Financial Ombudsman Service.

Financial Ombudsman ServiceExchange TowerLondonE14 9SR

The Ombudsman says its online complaint form is the easiest way to bring a new complaint.

Checked against the Financial Ombudsman Service website on 18 October 2026.

How It Works

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  1. 1Complain to the businessWrite to the bank, insurer or lender first, explaining what went wrong and what you want it to do.
  2. 2We print it and post itOrder by 2.30pm on a working day and we post it the same day by Royal Mail. A tracked service shows when it arrived, which helps you count the 8 weeks.
  3. 3Go to the OmbudsmanIf the business does not reply in time, or you are unhappy with its final response, take your complaint to the Financial Ombudsman Service within 6 months.

Complain to the Business First

The Financial Ombudsman Service only looks at your complaint once the business has had the chance to sort it out. For most complaints, the business has up to 8 weeks. For complaints about fraud and scams, payment services such as bank transfers and Direct Debits, and electronic money, it has only 15 days.

If you have not had a response in that time, you can take your complaint to the Ombudsman.

Time Limits

You have 6 months from the date on the business's final response to bring your complaint to the Ombudsman. Your complaint usually also needs to be within 6 years of the problem, or within 3 years of when you became aware you had cause to complain. The Ombudsman can make exceptions if you can clearly show exceptional circumstances.

What It Covers

The Financial Ombudsman Service handles complaints about most financial services, including bank accounts, payments and cards, insurance, loans and credit, debt collection, mortgages, financial advice, investments and pensions. It can also help some small businesses and charities, and it is free to use.

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Frequently Asked Questions

Financial Ombudsman Service, Exchange Tower, London, E14 9SR. It says its online complaint form is the easiest way to bring a new complaint.

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