Guides › Banking Scams and Fraud › What Is the Financial Ombudsman Service?
What Is the Financial Ombudsman Service?
The Financial Ombudsman Service settles complaints about banks, lenders, insurers and other financial firms, free of charge. Complain to the firm first; you can go to the Ombudsman after 8 weeks, or sooner once you have a final response. You usually have 6 months from the final response to refer your complaint.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
The Short Answer
Complaining to the Ombudsman
If your bank refuses or you are unhappy with how it handled a scam, you can complain to the bank and then to the Financial Ombudsman Service, which is free. Its compensation limit is 430,000 pounds, and it can look at cases where losses are over 85,000 pounds. 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
What the Ombudsman Looks at
If you complain, the Ombudsman looks at the policy wording in force when the damage happened, whether you were suitably advised, and the law, regulator rules, industry codes and good industry practice at the time. 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
Steps to Take
Step 1 of 4
Complain to the firm in writing.
Step 2 of 4
Wait 8 weeks or for a final response.
Step 3 of 4
Refer to the Ombudsman within 6 months.
Step 4 of 4
You do not need a claims company.
(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
You are unhappy with your bank's final response. It is free, and its limit is 430,000 pounds.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
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: 13 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
- psr.org.uk/information-for-consumers/app-fraud-reimbursement-protections Checked 13 October 2026
- financial-ombudsman.org.uk/consumers/complaints-can-help/expect/time-limits Checked 12 October 2026
- financial-ombudsman.org.uk/consumers/complaints-can-help/insurance/home-insurance/settling-home-insurance-claims Checked 12 October 2026