Financial Ombudsman Service complaint

A complaint to the Financial Ombudsman Service after a regulated firm has issued a final response (or failed to respond within 8 weeks).

Not reviewed by a solicitor. This template was written from the legislation and official guidance cited below, but no regulated professional has checked it and none is scheduled to. Treat it as a starting point to adapt, not as legal advice. Read the surrounding guide, check the cited sources still say what the letter assumes, and get free advice from Citizens Advice or a solicitor before sending anything that starts a legal process or admits a fact.

The FOS will only investigate after the firm has had 8 weeks to respond (or has issued a final response, whichever comes first). You have 6 months from the date of the final response to refer to the FOS — strict time limit.

FOS is free to use. Submit online at www.financial-ombudsman.org.uk or by post. Attach evidence: the final response letter, your complaint to the firm, account statements, any expert reports.

FOS decisions: a "view" from the investigator (not binding); if either side disagrees, an "Ombudsman decision" (binding on the firm if you accept it). Acceptance is voluntary — you can reject and pursue court instead.

AI cross-check (2026-06-15) — pending regulated solicitor sign-off

This letter cites the following authority, which the AI has checked against current GOV.UK / legislation.gov.uk:

  • 8-week complaint handling period (DISP 1.6.2R): confirmed — FCA DISP rules require a regulated firm to issue its final response within 8 weeks of receiving a complaint. Correctly referenced.
  • 6-month referral time limit (DISP 2.8.2R): confirmed — the complainant must refer to the FOS within 6 months of the firm's final response. The letter correctly states this.
  • 6-year / 3-year limitation (DISP 2.8.2R): confirmed — the FOS also applies a 6-year limit from the act/omission, or 3 years from when the complainant knew (or reasonably should have known), whichever is later. Correctly stated in the letter body.
  • £455,000 FOS award limit (for complaints referred on or after 1 April 2026): confirmed as the current award limit under DISP 3.7.4R. The cap is set by the referral date, not the date of the act or omission — where the act or omission occurred before 1 April 2019, the applicable limit is £205,000. The previous general limit, for complaints referred between 1 April 2025 and 31 March 2026, was £445,000.
  • FOS address (Exchange Tower, London E14 9SR): confirmed as the current FOS postal address.

Reviewer focus areas: (1) Confirm whether the FOS award limit has been updated again since April 2024. (2) Confirm that the 6-month referral time limit has not been modified by any recent DISP amendments or transitional provisions (e.g., for APP fraud claims following PSR PS24/3). (3) Check whether the FOS has issued updated guidance on APP fraud claims that may interact with the PSR mandatory reimbursement scheme.

This AI cross-check is an aid only; final sign-off requires a regulated solicitor.

Your details

Bank, insurer, mortgage lender, broker, etc.

Include dates, amounts, communications.

Refund of £X, restoration of credit-file entry, apology, etc.

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Disclaimer

This information is for general guidance only and does not constitute legal advice. You should seek qualified legal help if your situation requires it.