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).

Draft template. This letter is being reviewed by a regulated solicitor before publication. You can use it now as a starting point, but read the surrounding guide carefully and consider getting free legal advice before sending.

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.
  • £445,000 FOS award limit (for acts/omissions on or after 1 April 2024): confirmed as the current award limit under DISP 3.7.4R as amended by the Financial Services and Markets Act 2000 (Financial Ombudsman Service) (Increases in Specified Sums) Instrument 2024. The previous limit was £415,000.
  • 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.

Letter preview

Fill in your details on the left and press Preview letter.

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.