The Financial Ombudsman Service

The Financial Ombudsman Service (FOS) is a service set up by Parliament to resolve complaints between financial businesses and their customers. 

FOS eligibility criteria

To refer a complaint to the FOS, you must meet its eligibility criteria. The FOS will consider complaints from:

  • a private individual
  • a microenterprise which has a group annual turnover, and/or balance sheet, of up to £2 million and fewer than 10 staff
  • a small business which has a group annual turnover of up to £6.5 million and fewer than 50 staff or a balance sheet total of less than £5 million
  • a guarantor that has provided a guarantee or security in respect of an obligation of a microenterprise or small business
  • a charity which has an annual income of less than £6.5 million
  • a trustee of a trust which has a net asset value of less than £5 million.

Independent review

Independent review

If you have a complaint and we haven’t issued our response within eight weeks from the date you first raised your complaint, or if you’re dissatisfied with our response, you can ask the FOS for an independent review.

The FOS will only consider your complaint once you've tried to resolve it with us, so please take up your concerns with us first and we'll do all we can to help.

Our service promise

Our service promise

Our aim is to provide a great customer experience. If you have a concern, we’ll try to resolve it as quickly as possible. If you aren’t happy with our response and your complaint meets the criteria, we’ll explain how you can refer it to the Financial Ombudsman Service.

Raising a complaint with us will not affect any rights you may have to pursue the issue through formal (legal) proceedings.

Contact the Financial Ombudsman Service

Further information on the FOS including more detailed guidance on those who are eligible to complain, can be found on their website financial-ombudsman.org.uk.

Here’s how you can contact them directly: