In 2017, more than two million people contacted the Financial Ombudsman Service about problems.

The Financial Ombudsman Service (FOS) was set up by Parliament to resolve individual complaints between financial businesses and their customers. They can look into problems involving most types of money matters - from payday loans to pensions, pet insurance to PPI. If they decide someone's been treated unfairly, they have legal powers to put things right.

If you have a complaint about a financial product or service and you're not sure how to get started, get in touch –

you can call 0300 123 9 123 or 0800 023 4567.

The website covers:

· bank accounts

· credit, debit and store cards

· payment protection insurance (PPI)

· other insurance, like motor, travel and household

· loans, including payday loans

· other credit, like car finance

· mortgages

· repayment problems and debt collection

· money transfers and online payments

· financial advice, savings and investments

· pensions

Consumers can use the site for making complaints, reading about past case studies and learning about what options are available.

If you’re wondering about PPI or want to make a complaint about PPI, there is guidance about how such complaints can be resolved.


Each year people contact FOS when they’ve had trouble on holiday – and haven’t had the help from their travel insurer that they expected. And most of the time, these disputes centre on what’s covered by their policy and what’s not. FOS can help.

For Businesses

· resources for businesses

· find out the approach to different types of complaint

· get support with a customer's complaint

· read the ombudsman decisions

· find practical case studies in ombudsman news

FOS Publications

1. Your Complaint and The Ombudsman. This is a consumer leaflet – which businesses must give consumers at the relevant stage in the complaints process

2. Ombudsman News. This is a regular newsletter for people interested in financial complaints – and how to settle or prevent them – providing news, recent case studies and feedback from the ombudsman

3. Consumer Factsheets covering a range of subject areas and specialist topics

4. Guides for businesses covered by the ombudsman. These provide more details about the ombudsman service's processes and procedures – together with a series of quick guides for businesses

5. Complaints data - statistics about the complaints referred to the ombudsman service – showing the number received and the proportion upheld

6. Online Technical Resource. This sets out the ombudsman's usual approach to disputes involving the financial products and services most complained about

How to Complain

You should talk to the business first. Tell them you're unhappy and give them a chance to put things right. They have to give their "final response" within eight weeks at the most, depending on what you’re complaining about.

If you're not happy with how things turn out – or you don't get an answer from the business – you can report this to FOS.

Call 0800 023 4567 or fill out the Word or PDF form online.

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