If you are not happy with our response, you can ask for your complaint to be independently reviewed by the Financial Ombudsman Service. We will tell you more about this in our response to you. If you have additional information that you think we should consider, please provide this to us so that we can reconsider your complaint.
The Financial Ombudsman Service
The Financial Ombudsman Service (FOS) provides consumers with a free, independent service for resolving disputes. We will tell you in our response letter if the FOS is not able to consider your particular case.
The FOS usually cannot consider a complaint if it is referred more than 6 months after the firm sent the complainant its final response. For complaints relating to a discretionary commission arrangement, an extension has now been applied where a final response to a discretionary commission arrangement complaint is sent during the period beginning with 12 July 2023 and ending with 20 November 2024. These complainants will now have 15 months from the date that their final response is issued to them to refer their complaint to the FOS.
Contact the Financial Ombudsman Service
Write to: Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London. E14 9SR.
Call: 0800 023 4567 calls are normally free for people ringing from a "fixed line" phone – but charges may apply if you call from a mobile phone.
0300 123 9123 calls are charged at the same UK national rate as 01 or 02 numbers on mobile phone tariffs.
Online: Financial Ombudsman Service
Please talk to us first
We are able to resolve most of the complaints we receive, so we hope you will always feel able to contact us first. The FOS will usually only consider your complaint once the business or company you think is responsible has had the opportunity to resolve your complaint.