Financial Ombudsman Service
The Financial Ombudsman Service provides a platform for resolving complaints between consumers and UK financial businesses, such as banks and insurers. This service is available Monday to Friday from 08:00 to 18:00 and Saturday from 09:00 to 13:00. Common reasons for calling include unresolved complaints with financial institutions, seeking compensation, or correcting credit files. Typically, consumers must first allow the financial business up to 8 weeks to address the issue before contacting the Ombudsman. The service is free for consumers, and the Ombudsman can require firms to take corrective actions. Wait times can vary, especially for complex cases, but improvements are ongoing to streamline processes.
Updated 15 Dec 2025
Expected outcomes
- Resolve financial complaints
- Request compensation
- Correct credit files
- Receive apologies
- Submit complaint details
Call preparation
Assemble everything before you dial. These requirements are verified by our call analysts and updated as organizations change their scripts.
- Complaint details
- Supporting evidence
- Financial business information
- Personal contact information
- Correspondence records
- Nature of complaint
Known issues
Occasional long wait times for case resolution are reported due to high demand, particularly for complex complaints. The Financial Ombudsman Service is actively working on process improvements and organizational restructuring to address these delays. Consumers are advised to ensure all necessary documentation and evidence are prepared before contacting the service to help expedite the process. Additionally, allowing the financial business the full 8 weeks to resolve the complaint before reaching out to the Ombudsman can help in managing expectations and reducing unnecessary delays.
