The Financial Ombudsman is an independent organisation with powers to resolve complaints
about financial services when issues have not been resolved between an individual and their
financier. The service is open to members of the public and very small businesses,
charities, clubs, and trusts.
You can check if they are able to deal with your complaint by telephoning 0300 123 9 123
Monday to Friday – 8am to 8pm, Saturday – 9am to 1pm or you can visit their website at
www.financial-ombudsman.org.uk or you can write to Financial Ombudsman Service, Exchange
Tower, E14 9SR.
You can also email them at firstname.lastname@example.org
We are committed to resolving your complaint fairly and quickly. However if you are not
satisfied with our resolution, or if 8 weeks have passed since you first brought your
complaint to our attention, you may have the right to refer your complaint to the Financial
The Financial Ombudsman will not normally accept a complaint for investigation unless 8
weeks have passed since you first raised your complaint with us or if you have been notified
of our final decision and you remain dissatisfied. This is to allow us the opportunity to
deal with your concerns.
If you want the Financial Ombudsman Service to look into your complaint, you must contact
them within six months of the date of any final response issued.