Financial Ombudsman Service
The Financial Ombudsman Service helps resolve disputes between consumers and UK-based financial businesses such as banks and insurers. Common reasons for calling include complaint resolution, case investigation, and obtaining information about complaint procedures. Before contacting, consumers must first attempt to resolve issues directly with the business, allowing up to 8 weeks for a response. Typical wait times can be long, especially during peak periods, but digital case tracking has been introduced to improve efficiency. It's best to call during non-peak hours for quicker service.
Updated 15 Dec 2025
Expected outcomes
- Resolve financial disputes
- Investigate complaints
- Provide complaint guidance
- Explain eligibility criteria
- Offer procedural information
Call preparation
Assemble everything before you dial. These requirements are verified by our call analysts and updated as organizations change their scripts.
- Personal details
- Complaint details
- Business contact evidence
- Supporting documents
- Description of issue
- Financial business details
Known issues
Callers often experience long wait times for case assignment and resolution, particularly during peak periods. To address this, the Financial Ombudsman Service has recruited additional staff and implemented digital case tracking. Communication delays are another issue, with some complainants facing slow responses from case handlers. Automated notifications and improved escalation procedures have been introduced to mitigate these delays. For a smoother experience, consider using online resources and contacting during off-peak hours.
