If you’re dissatisfied with our response, you can ask the Financial Ombudsman Service for an independent review free of charge, but you must do so within six months of the date of our final response letter.
The Financial Ombudsman Service (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. We do our best to resolve complaints and none of our cases have been referred to the FOS for an adjudication.
The FOS is also only able to consider certain categories of complaint. For example, complaints about buy-to-let mortgages, which are not regulated by the Financial Conduct Authority, will normally be outside the jurisdiction of the FOS.
In addition, the FOS might not be able to consider your complaint if:
- What you’re complaining about happened more than six years ago, and
- You’re complaining more than three years after you realised (or should have realised) that there was a problem.
If your complaint was made outside of these time limits, which is a matter for the FOS to decide, the FOS will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if it believes that the delay was as a result of exceptional circumstances.
Further information on the services provided by the Financial Ombudsman Service can be found on their website: https://www.financial-ombudsman.org.uk or alternatively you can contact them via: