how to complain
If you are dissatisfied with the advice you have received or a
product you have bought, you may be able to complain to the
Financial Ombudsman Service.
However, in the first instance, you should
write to the individual who sold or advised you on the product or
service you wish to complain about.
If this fails, ask for the contact details of
the customer liaison department at the head office of the
organisation. Write setting out your complaint clearly and
succinctly. Don’t send any original documentation, only
photocopies.
If you need help in finding the correct address or person to
write to, you can email complaint.info@financial-ombudsman.org.uk,
or call its consumer helpline on 0845 080 1800
(office hours) for assistance.
The organisation you are
complaining about has eight weeks from the receipt of your
formal written complaint in which to resolve the dispute. If at the
end of this period, you are still not satisfied, you can file a
complaint with the Financial Ombudsman Service.
The FOS can look at complaints about most
financial matters including:
- banking
- insurance
- mortgages
- pensions
- savings and investments
- credit cards and store cards
- loans and credit
- hire purchase and pawnbroking
- financial advice
- stocks, shares, unit trusts and bonds.
If you are not sure whether your complaint can be looked at by
the FOS, ring the consumer helpline number below for advice.
Useful contact numbers
Consumer helpline (open 9am to 5pm, Monday to Friday)
- 0845 080 1800
(calls should cost no more than 5p a minute for BT customers -
other networks may vary)
- 020 7964 0500
(this number may be cheaper for calls from some mobile
phones and other networks)
- email: complaint.info@financial-ombudsman.org.uk
Write to:
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
FOS switchboard lines (open 9am to 5pm, Monday
to Friday)
- 020 7964 1000 (switchboard)
- +44 (0)20 7964 1000 (for calls from outside the UK)
- 020 7964 1001 (main fax)
Useful links:
What if the adviser/company has gone
out of business?
If the company or individual who sold you the
product or service you are complaining about has gone out of
business, you may be able to claim redress from the
Financial Services Compensation Scheme.
- Call the customer services team on:
020 7892 7300
- Email: enquiries@fscs.org.uk
( include your full name and address with any message you
send)
Write to:
Financial Services Compensation Scheme
7th floor, Lloyds Chambers
Portsoken Street
London E1 8BN
Fax: 020 7892 7301
Useful links: