Financial Ombudsman Service

If you’re not satisfied with the outcome of your complaint

We always aim to reach an agreement with you about your complaint and our ‘final response’ letter will explain the reasons for our decision. If you’re not satisfied with our decision or eight weeks have passed since you raised your complaint with us, you can refer your complaint to the Financial Ombudsman service. If you decide to refer your complaint to the Financial Ombudsman, you must do so within six months of our final response letter.

The Financial Ombudsman Service’s job is to help settle individual disputes between financial service providers and their customers, without taking sides. It can look at a wide range of financial matters, is completely independent and its service is free to consumers. However, if you do accept its decision, it’s binding on both you and us.