# How to complain about a financial firm and escalate to the Ombudsman

> How-to · Last reviewed 26 May 2026

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## Quick answer

Complain in writing to the firm first. They have 8 weeks to give a final response. If you're not satisfied, refer it to the Financial Ombudsman Service within 6 months of the final response — it's free for consumers.

The Financial Conduct Authority requires regulated firms to have a complaints procedure. You don't need a lawyer or a claims company — escalating to the Financial Ombudsman is free and independent.

## Steps

### 1. Complain to the firm in writing

Use the firm's complaints procedure (usually on the website or in T&Cs). Include 'this is a formal complaint' so it's logged correctly. Keep it factual: what happened, when, what you want.

### 2. Give the firm up to 8 weeks

Most complaints must be resolved within 8 weeks. The firm should either give you a final response or explain why it can't yet — and tell you about your right to the Financial Ombudsman.

Source: https://www.gov.uk/complain-financial-service

### 3. Refer to the Financial Ombudsman Service

If you're unhappy with the final response (or 8 weeks have passed), refer the complaint to the Financial Ombudsman within 6 months of the final response. Use the online form, phone or post.

Source: https://www.financial-ombudsman.org.uk/consumers/how-to-complain

### 4. Co-operate with the investigation

The Ombudsman will ask both sides for evidence. Decisions can include compensation, a redress payment or a binding order on the firm. If you accept, it's binding on the firm.

## Common pitfalls

- Don't pay claims-management companies — the Ombudsman is free
- Keep within the 6-month referral window after the firm's final response
- Some complaints (e.g. lifetime mortgages older than the time bar) may be outside the Ombudsman's jurisdiction

## Frequently asked questions

### Is the Ombudsman's decision binding?

Final Ombudsman decisions are binding on the firm if you accept them. You can reject and pursue the matter through the courts instead.

### How much compensation can the Ombudsman award?

From 1 April 2024 the binding award limit is £430,000 for complaints about acts or omissions on or after 1 April 2019 (lower bands apply to earlier events).

### What if my firm is not authorised?

The Ombudsman generally covers FCA-authorised firms. If a firm is not authorised, report to the FCA and consider Report Fraud (reportfraud.police.uk) if you've been scammed — or Police Scotland on 101 if you are in Scotland.

## Sources

- [Financial Ombudsman Service](https://www.financial-ombudsman.org.uk/)
- [GOV.UK — Complain about a financial service](https://www.gov.uk/complain-financial-service)

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Independent UK money guidance from [Money Guide](https://moneyguide.org.uk). Information only — not regulated financial advice.