Financial Ombudsman Service escalation

Before you send it

• You must complain to the firm first and let it have eight weeks (or until a final response, whichever is sooner).
• You normally have six months from the firm's final response to refer the case to the FOS. There are longer absolute limits (six years from the event, or three years from when you reasonably knew of it) — see the FOS time limits guidance.
• The FOS can award redress including refunds, interest and compensation for distress and inconvenience. Maximum binding awards are reset each April — check the FOS website for the current figure.

The template

Square brackets mark fields to replace with your own details.

[Your name]
[Your address]
[Postcode]
[Date]

Financial Ombudsman Service
Exchange Tower
London E14 9SR

By online complaint form, with this letter attached as supporting evidence.

Complaint referral to the Financial Ombudsman Service

Dear Sir/Madam,

Complainant: [your full name]
Date of birth: [DD/MM/YYYY]
Daytime phone: [number]
Email: [address]

Respondent firm: [firm name]
Firm reference number (FCA register): [FRN if known]
Account / policy / reference: [number]

Complaint summary:
[One-sentence summary of the complaint and what you want as redress.]

Background and chronology:
[Describe what happened, in date order. Cover what the firm did, what it
should have done, why this caused you loss or distress, and how you have
tried to resolve it. Quote key dates, amounts and product names.]

Firm's response:
[Summarise the firm's final response or note that eight weeks have passed
without one. Attach the final response letter if you have it.]

Redress sought:
 - [Refund of £X]
 - [Refunded interest / charges of £Y]
 - [Compensation for distress and inconvenience of £Z]
 - [Any other specific remedy — e.g. correcting credit-file entries, removing
   a default, replacing a product]

I confirm that:
 - I have complained to the firm and either received a final response on
   [date] or eight weeks have passed since I complained on [date].
 - The complaint is within the FOS time limits.
 - The information I have provided is true to the best of my knowledge.

I attach copies of:
 - the firm's final response (if any);
 - my original complaint and all correspondence;
 - any documents that evidence loss or distress.

Yours faithfully,

[Your signature]
[Your printed name]