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Financial Ombudsman Time Limits
A business has up to 8 weeks to consider most complaints, and only 15 days for complaints about fraud and scams, payment services and e-money. If you have no answer in time, or you are unhappy with the final response, you can go to the Financial Ombudsman Service, which is free. You must usually do so within 6 months of the final response.
At a Glance
Guide Disclaimer
Free guide only. This is a regulated financial matter, so we give free information and letter templates here but do not take these on as cases. We cannot tell you whether you are eligible for a refund or compensation.
CPUK is not authorised or regulated by the Financial Conduct Authority and is not a claims management company.
Your Rights
What the rules say, with a link to the official source for each.
The Time Limits
How Long the Business Has
For most complaints, a business has up to 8 weeks to consider a complaint. For complaints about fraud and scams, payment services and e-money, it has only 15 days. You need to bring your complaint to the Financial Ombudsman within 6 months of the date on the final response. The service is free. source
6 Months to Go to the Ombudsman
You have 6 months from the date on the final response to refer your complaint to the Ombudsman. After that it usually cannot help, unless exceptional circumstances (such as serious ill health or bereavement) stopped you, the insurer did not send a valid final response, or the insurer agrees. source
Time Limits
You usually need to complain to the insurer within 6 years of the problem happening, or within 3 years of becoming aware you had cause to complain, or of when you should reasonably have realised. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 6 monthsRefer a complaint to the Financial Ombudsman ServiceWithin 6 months of the date on the insurer's final response
- 6 yearsComplain to the insurerWithin 6 years of the problem, or 3 years of becoming aware of it
Steps to Take
Step 1 of 4
Complain to the business in writing first and keep the date. Our free letter templates can help.
Step 2 of 4
Wait for its final response, up to 8 weeks (15 days for fraud, payment services and e-money).
Step 3 of 4
If you are unhappy, or there is no answer in time, go to the Financial Ombudsman Service.
Step 4 of 4
Do it within 6 months of the date on the final response.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
Financial Ombudsman Service
After 8 weeks with no final response, or if you are unhappy with it. Refer within 6 months of the final response.
Good to Know
Small things that make your complaint stronger.
If you miss the 6 months, the Ombudsman can sometimes still help, for example after serious ill health or bereavement, or if the business did not send a valid final response.
Want Help?
We do not take these complaints as cases, but our free letter templates can write your complaint for you, and the Financial Ombudsman Service is free.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 12 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- financial-ombudsman.org.uk/consumers/how-to-complain Checked 12 October 2026
- financial-ombudsman.org.uk/consumers/complaints-can-help/expect/time-limits Checked 12 October 2026