How do I start a complaint about a financial product?

❓ How do I start a complaint about a financial product?

Begin by contacting the company that provided the product. Ask for their official complaints procedure—it should explain how to submit your complaint and what to expect.

🕒 How long does the company have to respond?

Companies must acknowledge your complaint promptly and provide a final response within 8 weeks. If they resolve it within 3 business days, they may confirm it informally.

📄 What should I include in my complaint?

• A clear explanation of the issue
• Relevant dates and details
• Any supporting documents
• What outcome you're seeking

📞 What if I’m not happy with the company’s response?

If you're dissatisfied or haven’t received a response within 8 weeks, you can escalate the complaint to the Financial Ombudsman Service.

🧑‍⚖️ What is the Financial Ombudsman Service?

It’s a free, independent service that helps settle disputes between financial firms and customers. You must contact them within 6 months of the company’s final response.

🌐 How do I contact the Financial Ombudsman?

• Website: financial-ombudsman.org.uk
• Phone: 0300 123 9 123 (Mon–Fri, 8am–5pm)
• Address: Exchange Tower, London E14 9SR

📅 Are there time limits for making a complaint?

Yes. You usually need to complain within:

• 6 years of the issue occurring, or
• 3 years from when you became aware of the issue

🧾 Do I need a lawyer or claims company?

No. The Ombudsman service is designed to be accessible—you can represent yourself or ask a friend or family member to help.