How to Write a Letter to the Financial Ombudsman UK: A Complete Guide

If a financial firm has treated you unfairly, made an error that cost you money, or failed to respond to your complaint properly, the Financial Ombudsman Service (FOS) can investigate and make a binding decision. The service is free, you do not need a solicitor, and if the Ombudsman upholds your complaint the firm must comply with the decision.

This guide explains when you can go to the Financial Ombudsman, what you must do first, how to structure your complaint, what to include in your letter, and how the investigation process works through to a final decision.

What the Financial Ombudsman Is and What It Can Do

The Financial Ombudsman Service is an independent, government-backed body that resolves disputes between consumers and financial firms. It covers complaints about banks, building societies, insurance companies, investment firms, pension providers, mortgage lenders, credit card companies, payday lenders, debt collection firms, hire purchase companies and many other regulated financial businesses.

As the FOS complaints page confirms, the service is free and easy to use. You do not need to pay a lawyer or a claims management company to represent you. If the Ombudsman upholds your complaint, the financial firm must comply with the decision. If you accept the decision, the firm cannot appeal it. You can reject it if you wish to pursue the matter through the courts instead, but this is unusual.

The Ombudsman can direct a firm to pay compensation for financial loss, pay for distress and inconvenience, correct a record, change a policy or take other specific action. Compensation awards for financial loss are unlimited. Awards for distress and inconvenience are typically between £100 and £500, though they can be higher in serious cases.

Before You Write to the Ombudsman: The Two Prerequisites

You Must Have Complained to the Firm First

The Financial Ombudsman will not consider your complaint unless you have first complained directly to the financial firm and given them a reasonable opportunity to put things right. This is not optional. If you have not complained to the firm yet, do that before approaching the Ombudsman. The firm must acknowledge your complaint promptly and provide a final written response within eight weeks.

If the firm upholds your complaint and puts things right to your satisfaction, you do not need the Ombudsman. If it rejects your complaint or the response is unsatisfactory, you can then escalate.

The Time Limits

You must bring your complaint to the Financial Ombudsman within six months of the date on the firm’s final response letter. This is a strict deadline. Miss it and the Ombudsman may not be able to help, unless there are exceptional circumstances.

There is also a longer backstop: you generally cannot complain more than six years after the event you are complaining about, or more than three years from when you first knew (or should have known) that you had a reason to complain, whichever is later. If you are in any doubt about whether you are within time, contact the Ombudsman’s helpline on 0800 023 4567 before submitting.

Important: if the firm has not responded within eight weeks of your complaint, you do not have to wait for a final response. You can go to the Ombudsman after eight weeks of silence.

What to Include in Your Letter to the Financial Ombudsman

You can submit your complaint to the Ombudsman online using their complaint form, by phone on 0800 023 4567, or in writing. Many people find writing gives them the clearest record. Whether you use the online form or post a letter, the content should be the same.

Your Personal Details

Your full name, address, date of birth and contact details. Include any reference number you were given by the firm when you complained.

Details of the Firm

The full name of the financial firm you are complaining about. Use the correct legal or trading name as it appears on your statements, policy documents or correspondence. If you are unsure, check the FCA register to confirm the firm’s registered name.

A Clear Description of What Went Wrong

Set out the events in chronological order. Describe what happened, when it happened, what the firm did or failed to do, and how you became aware that something was wrong. Be specific about dates and amounts. Avoid vague descriptions. An investigator reading your complaint needs to understand the sequence of events without having to ask you additional questions.

What You Said to the Firm and What They Said Back

Summarise your complaint to the firm: when you made it, how, what you said and what they responded. Attach a copy of the firm’s final response letter. The Ombudsman needs this to verify you have completed the firm’s complaints process.

Why You Are Not Satisfied With the Firm’s Response

Explain specifically why the firm’s response did not resolve your complaint. If they denied your complaint without adequate reasons, say so. If they offered a partial remedy that did not address the full loss, describe the gap. If they provided a response that missed the point of your complaint entirely, explain what they failed to address.

The Financial Loss or Impact You Have Suffered

State clearly what you have lost or what harm you have suffered. Financial loss should be quantified with as much precision as possible. Distress and inconvenience should be described factually: time taken, health effects, impact on daily life. Do not exaggerate but do not understate either. The Ombudsman can only assess what it has been told.

What Outcome You Are Looking For

Tell the Ombudsman what you want to happen. A refund of a specific amount, correction of a record, an apology, reinstatement of a policy, payment of a claim that was wrongly refused, or a combination. The clearer your request, the easier it is for the investigation to assess whether it is proportionate and reasonable.

Full Worked Example

[Your full name]

[Your address]

[Your date of birth]

[Your contact details]

[Date]

Financial Ombudsman Service

Exchange Tower

London E14 9SR

Subject: Complaint Against [Firm name] – [Brief description, e.g. Wrongful rejection of home insurance claim]

Dear Sir or Madam,

I am writing to make a complaint against [firm name] ([firm’s reference number if known]) regarding [brief description of the issue]. I have already complained to the firm and am not satisfied with their response. I am asking the Financial Ombudsman Service to investigate.

What happened

On [date] I [describe the event, e.g. submitted a claim under my home insurance policy (policy number [number]) for [damage / loss / event]. The claim arose because [describe the circumstances briefly and factually]. On [date] the firm wrote to inform me that [describe what the firm said or did, e.g. my claim had been rejected / they would only pay a reduced amount / they had applied incorrect terms to my account].

[Continue the chronology if relevant: I then [contacted the firm again on [date] / provided additional evidence on [date] / asked them to reconsider on [date]]. The firm [describe their response at each stage].]

My complaint to the firm

On [date] I made a formal complaint to [firm name] setting out my grounds for disagreeing with their decision. A copy of my complaint letter and the firm’s final response dated [date] are attached.

Why I am not satisfied with the firm’s response

The firm’s final response [describe specifically what they said and why it does not resolve the complaint. For example: states that my claim was rejected because [reason given]. I do not accept this reasoning because [explain why, e.g. the policy document clearly covers this type of damage / the exclusion clause they rely on was not drawn to my attention at the point of sale / the firm misrepresented the cover when I took out the policy].

The loss or harm I have suffered

As a result of [the firm’s decision / the error / the conduct described above], I have suffered the following: [describe specifically. For example: I have paid £[amount] out of my own funds to repair the damage that should have been covered by the policy / I have been charged £[amount] in fees that should not have been applied / my credit record has been incorrectly marked which has prevented me from obtaining credit / I have spent approximately [X] hours attempting to resolve this matter and have suffered significant stress as a result].

What I am asking for

I am asking the Ombudsman to direct [firm name] to: [list your requests clearly, e.g. pay my claim in full in the amount of £[amount] / refund the charges of £[amount] applied to my account / correct the incorrect entry on my credit file / pay compensation for the distress and inconvenience caused].

I attach the following documents in support of my complaint: [list all attachments, e.g. copy of my original complaint to the firm dated [date] / the firm’s final response dated [date] / my policy document / receipts for costs incurred / photographs of [damage] / bank statements showing the charges applied].

Yours sincerely,

[Your name]

[Signature]

What Happens After You Submit Your Complaint

Once the Ombudsman receives your complaint, it will check that your complaint is within its jurisdiction and within the time limits. If it is, a case handler will be assigned and will contact both you and the firm for their side of the events. The firm has a set time to respond. Once the case handler has reviewed all the evidence, they will usually issue a provisional view, called an ‘investigator’s view’, explaining what they think happened and what they think should happen as a result. Both sides have the opportunity to respond. For more detail on the process, see the FOS complaints guidance.

If either side disagrees with the investigator’s view and requests a final decision, the case is referred to an independent ombudsman who reviews the file and issues a formal decision. The ombudsman’s decision is final for the firm. If you accept it, the firm must comply. If you reject it, you retain the right to go to court, though this is unusual.

Current waiting times vary. Straightforward cases may be resolved in a few months. More complex cases, or those involving firms with high volumes of similar complaints, can take significantly longer. The Ombudsman publishes information about average timescales on its website.

Common Reasons the Ombudsman Cannot Help

• You have not complained to the firm first. The Ombudsman cannot consider a complaint unless the firm has had eight weeks to respond.

• You are outside the six-month time limit. If more than six months have passed since the firm’s final response, the Ombudsman may not be able to help.

• The firm is not regulated. The Ombudsman covers regulated financial firms. Unregulated businesses, cryptocurrency platforms and overseas firms operating outside the UK are generally not covered.

• The complaint is about a commercial decision. The Ombudsman does not review a firm’s general commercial decisions, such as deciding to withdraw a product or refusing to offer a service. It looks at whether the firm acted fairly and properly in how it treated you.

• The matter is already before a court. If court proceedings have been issued for the same matter, the Ombudsman will usually not investigate while those proceedings are ongoing.

Do Not Use a Claims Management Company

Claims management companies (CMCs) offer to handle Financial Ombudsman complaints on your behalf for a fee, typically a percentage of any compensation you receive. You do not need them. The Ombudsman’s service is free and designed to be used directly by consumers without professional representation. Using a CMC means paying a significant portion of any award for a service you do not need.

The Ombudsman has said explicitly that using a CMC does not improve your chances of a successful outcome. It only reduces what you receive if the complaint is upheld. If you want help organising your complaint or drafting your submission, free advice is available and paid representation is not necessary.

Getting Help

The FOS consumer helpline on 0800 023 4567 can advise on whether your complaint is likely to be within the Ombudsman’s jurisdiction before you submit anything. Citizens Advice provides guidance on financial complaints and can help you understand your rights before making a formal complaint to either the firm or the Ombudsman. If you want help organising your complaint letter so it presents your case clearly and includes everything the Ombudsman needs, the team at LetterLab can help you get the structure and language right.

Quick Reference: Key Facts

1. You must complain to the firm first and give them eight weeks to respond

2. You must contact the Ombudsman within six months of the firm’s final response

3. If the firm has not responded after eight weeks you can go to the Ombudsman immediately

4. The service is completely free. Do not pay a claims management company to handle it for you

5. The Ombudsman covers banks, insurers, investment firms, mortgage lenders, credit firms and most other regulated financial businesses

6. If the Ombudsman upholds your complaint, the firm must comply with the decision

7. You can reject the Ombudsman’s decision if you wish to pursue the matter in court instead

8. The helpline is 0800 023 4567, free to call, Monday to Friday 8am to 5pm

The Key Takeaway: Complete the Process, Write It Clearly, Do It Yourself

The Financial Ombudsman Service exists because financial firms sometimes get things wrong and do not always put them right when asked. The process is structured to be used directly by consumers, without lawyers or claims management companies. It is free, independent and binding on the firm if it upholds your complaint.

The two non-negotiable steps are: complain to the firm first, and approach the Ombudsman within six months of their final response. After that, the quality of your written complaint is what determines how clearly your case can be understood and assessed. Describe what happened in order, attach the evidence, explain the impact and state what you want. The rest of the process belongs to the Ombudsman.

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