FAQs - Existing customers

How and when can I refer my complaint to the Financial Ombudsman Service?

Sam Wooller, Customer Experience Communications Manager
Wednesday, 29 April 2020

Once we’ve issued a final complaint response letter, or if your complaint has been open for longer than 56 days, you can refer your complaint to the Financial Ombudsman Service (FOS) if you’re unhappy with our resolution. This must be within 6 months of our final complaint response or you may lose the opportunity to ask the FOS to review your case.

The FOS offer an independent arbitration service for consumers. You can contact the FOS by calling 0800 023 4567, online at https://www.financial-ombudsman.org.uk/ or by writing to: The Financial Ombudsman Service, Exchange Tower, London E14 9SR.

You can find further information about our Complaints Handling Procedure, the service offered by the FOS, and also the EU Online Dispute Resolution service by clicking here to view our ‘Feedback and Complaints’ page.