Finance glossary
Complaint
Also known as: Making a complaint, Formal complaint
In simple terms
A complaint is when you formally tell a financial firm it has done something wrong and ask it to put it right. Firms must handle complaints fairly, and if you are not satisfied you can go to the Financial Ombudsman Service.
On this page
What does making a complaint mean?
A complaint is any expression of dissatisfaction with a financial firm — about a product, service, fee, decision or the way you were treated — where you want the firm to acknowledge and fix a problem.
FCA rules require regulated firms to have a proper complaints procedure, to investigate fairly and to respond within set timescales. You can complain by phone, in writing, by email or in person.
How to complain about a financial firm
Complain to the firm first. Explain clearly what went wrong, what you want done, and include relevant dates and paperwork. The firm has up to eight weeks to send a “final response” resolving your complaint.
If the firm rejects your complaint, does not respond within eight weeks, or you are unhappy with its answer, you can refer the complaint to the Financial Ombudsman Service — usually within six months of the firm’s final response. This is free.
How could this affect me?
Complaining is the main way to get a wrong put right — a refund, a correction, compensation or an apology. Keeping it clear and factual, with evidence, gives you the best chance of a good outcome.
A firm’s final response letter is important: it usually triggers your six-month window to go to the Ombudsman, so do not sit on it if you are not satisfied.
Things to watch out for
- Always complain to the firm first — the Ombudsman will not usually step in until the firm has had its chance.
- The firm has up to eight weeks to give a final response.
- You generally have six months from the final response to go to the Ombudsman — do not miss it.
- You do not need a paid claims company; complaining yourself is free.
Know your rights
- FCA rules (DISP) require regulated firms to handle complaints fairly and respond within set timescales — up to eight weeks for a final response.
- If you are not satisfied, you can refer the complaint to the Financial Ombudsman Service free of charge.
- You normally have six months from the firm’s final response to escalate to the Ombudsman.
General information, not personal advice
Consumer Credit is an independent information service. We do not provide regulated financial advice or sell financial products. For advice on your own situation, speak to an appropriately authorised firm or a free service such as MoneyHelper. About Consumer Credit.
Sources
We checked this page against these official and authoritative sources.
- FCA, DISP — dispute resolution: complaints (opens in a new tab). Accessed 22 Aug 2026.
- Financial Ombudsman Service, How to complain (opens in a new tab). Accessed 22 Aug 2026.