Financial Ombudsman Service
The Financial Ombudsman Service's International Support department handles complaints and disputes between consumers and UK-based financial service providers. This includes issues with banks, insurers, investment firms, and money-transfer operators. Before contacting the Ombudsman, consumers must allow the financial business up to 8 weeks to resolve the complaint. The service is free and impartial, available during operating hours by phone or online. Common reasons for calling include unresolved complaints and seeking guidance on the complaint process. Typical wait times can vary, with some users experiencing long hold times. It's advisable to call during off-peak hours for quicker assistance.
Updated 15 Dec 2025
Expected outcomes
- Resolve financial disputes
- Submit a complaint
- Receive case updates
- Get process guidance
- Provide complaint evidence
Call preparation
Assemble everything before you dial. These requirements are verified by our call analysts and updated as organizations change their scripts.
- Complaint details
- Evidence documents
- Contact information
- Business response
- Emails and letters
- Statements
Known issues
Users frequently report delays in case resolution, with some cases taking several months to resolve. There is no immediate fix, but ongoing reviews and reforms are proposed by the government and the Financial Ombudsman Service. Additionally, some users experience difficulty contacting the service by phone, facing long hold times. To mitigate this, it's recommended to use online forms or call during off-peak hours. These challenges can be frustrating, but being prepared with all necessary documents and information can help streamline the process.
