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The business is FCA-regulated
You've already complained to the business directly
Either received a final response or 8 weeks have passed without resolution
You refer within 6 months of the final response Up to £415,000 for complaints about acts from 1 April 2023 onwards
Compensation for distress and inconvenience (typically £100-£500, but can be more)
Interest on financial losses
Directions to put things right
FOS checks your complaint falls within their jurisdiction and you've given the business a chance to resolve it.
An adjudicator reviews evidence from both sides and makes an initial assessment.
The adjudicator issues their view. Either party can accept or request an Ombudsman review.
If escalated, an Ombudsman makes a binding decision (if you accept it).Be organised - Present facts chronologically with evidence
Reference regulations - Cite specific FCA rules the firm broke
Quantify losses - Be specific about financial impact
Be reasonable - FOS responds well to measured, factual complaints
Know the rules - Reference DISP, TCF outcomes, and relevant sourcebooks Average case: 3-6 months (but can be longer)
Complex cases: 12+ months
PPI cases: Largely resolved but some ongoing
Process Guide
How the Financial Ombudsman Service Works
What is the Financial Ombudsman Service (FOS)?
The FOS is a free, independent service that resolves disputes between consumers and financial businesses. It covers banks, insurers, credit providers, investment firms, and other FCA-regulated businesses.
Who Can Complain?
You can complain to FOS if:
What Can FOS Award?
The FOS Process
1. Eligibility Check
FOS checks your complaint falls within their jurisdiction and you've given the business a chance to resolve it.
2. Investigation
An adjudicator reviews evidence from both sides and makes an initial assessment.
3. Initial Decision
The adjudicator issues their view. Either party can accept or request an Ombudsman review.
4. Final Decision
If escalated, an Ombudsman makes a binding decision (if you accept it).