How to escalate to the Financial Ombudsman
Rejected insurance claims, unfair charges, mis-sold products, fraud your bank shrugs at - the Financial Ombudsman Service (FOS) is the free, independent referee for financial complaints, and its awards can reach £430,000. Banks settle a lot of complaints the moment FOS gets mentioned. Here's the route.
Last reviewed: by NoReply Editorial
First: the FCA won’t handle your complaint
The most common dead end. the FCA regulates the industry and can fine companies for systemic failures, but it doesn’t resolve individual disputes. Your route is the Financial Ombudsman Service - a free, independent service whose decisions are binding on the company. You can still report the company to the FCA to flag a pattern; just don’t wait for them to fix your case.
How to escalate, step by step
- 1
Complain to the firm in writing
Use the word 'complaint' explicitly - it triggers FCA complaint-handling rules. Include account details, what happened, dates, and the outcome you want. The firm must send a final response within 8 weeks.
- 2
Wait for the final response - or the 8-week deadline
A 'final response' letter is the firm's last word and must tell you about your FOS rights. If 8 weeks pass without one, you can go to the ombudsman anyway.
- 3
Mind the 6-month deadline
Once you receive a final response, you have 6 months to refer the case to the Financial Ombudsman. Miss it and FOS usually can't help - diarise it the day the letter arrives.
- 4
Submit your case to FOS, free
Online form or phone. Attach the final response, your complaint history, and evidence (statements, policy documents, screenshots). No lawyer or claims company needed - they'd just take a cut of your award.
- 5
Accept the decision if it goes your way
An ombudsman's decision you accept is binding on the firm - compensation up to £430,000 for complaints about acts after 1 April 2019, plus interest and costs where appropriate. Reject it and you keep your right to court.
When you can escalate
8 weeks
after complaining, or sooner with a deadlock letter
Maximum award
£430,000
binding on the company, free for you
Official scheme: financial-ombudsman.org.uk
Common questions
Can I complain to the FCA about my bank?
Not for individual disputes. The FCA regulates firms and acts on patterns of harm, but it doesn't resolve personal complaints. Complain to the firm first, then go to the Financial Ombudsman Service after a final response or 8 weeks. Reporting misconduct to the FCA still matters for enforcement.
How much can the Financial Ombudsman award?
Up to £430,000 for complaints about acts or omissions after 1 April 2019 (lower caps apply to older cases). The service is completely free for consumers, and decisions you accept are binding on the firm.
What counts as a final response letter?
The firm's formal last word on your complaint. It must set out the outcome and explicitly tell you about your right to go to the Financial Ombudsman within 6 months. If a firm calls something 'final' without that wording, point it out - and the 8-week rule still applies.
Does the ombudsman cover Section 75 and chargeback disputes?
Yes. If your card provider rejects a Section 75 claim or chargeback and you disagree, that rejection is itself a complaint you can escalate to FOS after the firm's final response.
Do I need a claims company to go to the ombudsman?
No. FOS is designed for consumers to use directly, free. Claims companies typically take 25-40% of your award for filling in the same form you can complete in an evening.
Skip the blank page
NoReply drafts the formal complaint that starts the 8 weeks clock - citing the right law, addressed to the right team.