Making a complaint: financial products and services
In some circumstances people find that they are not happy with
the financial products or services that they have received. It is
not that they decide they would rather not have the type of
mortgage they chose or think their loan repayments are too high. It
is more that by being given inaccurate information or advice, they
may now have a product that is not right for them. There are also
other situations where perhaps people feel they were discriminated
against or asked to pay charges they were not expecting.
This section explains the step you can take if you want
to complain about a financial product or service.
You can read through this information sheet, or go directly to
the sections you want to read by clicking on these links:
Approach the company
If you are not happy with a product or service, first approach
the company responsible for selling the product or providing the
service. The best way to do this is to write to them. Head the
letter ‘Complaint’ and in it state what has happened and what you
want to happen. Give a deadline for reply, take photocopies for
your own records and send the letter by recorded delivery.
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Take your complaint to The Financial Services Ombudsman
If you are unhappy with the response or do not get one, the next
step is to take your complaint to The Financial Services Ombudsman.
This is the organisation set up by the Government to help us settle
disputes with financial services companies. Its service is free and
it can look at complaints about most financial matters. For contact
details, visit the Financial
Ombudsman's website (link opens in a new window).
If you have a complaint about a pension, the Pensions Advisory
Service (link opens in a new window) can help you.
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