If you’re not happy with the service you receive from your financial institution and you wish to make a complaint, your first step is to make a formal complaint to the company involved. Financial institutions are obliged to tell you how to make a complaint and their procedures for dealing with them. It is possible that the institution concerned will subscribe to an industry code of conduct (see below). In such cases, you may wish to refer your complaint for further investigation. The institution involved should be able to give you further information.

If, when you have fully exhausted this route, you are still not happy with the outcome or any compensation you may have received, the next step is to approach the Financial Ombudsman Service (FOS).

The FOS is an independent body that settles disputes between businesses providing financial services and their customers. It considers complaints about a wide range of financial matters – from insurance and mortgages to investments and bank accounts. It looks at the issue from a neutral position and having given both sides a fair hearing, will reach a resolution to the dispute.

More information on the FOS can be found at www.financial-ombudsman.org.uk or by calling the consumer helpline on 0845 080 1800 or email This e-mail address is being protected from spam bots, you need JavaScript enabled to view it

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