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© The Financial Services Authority.

Making a complaint

Sometimes you might be unhappy with a financial product or service that you’ve bought or are trying to buy. If this happens, it’s best to contact the firm straightaway and ask it to put things right.

Most firms regulated by the FSA must provide a formal and free complaints service.

Firms should tell you about this in information they give you about their services. Firms selling mortgages will put this in a Keyfacts logo about our services document.

Ask for this information if you don't get it.

The firm should investigate your complaint and write back to you with its answer. If you’re not happy with the way the firm has dealt with your complaint, you can generally:

  • take your complaint to an independent complaints scheme; or
  • take your case to court.

This section sets out what to do if you think you have grounds for a complaint. For more detailed information and tips on how to make a complaint, get a free copy of our Making a complaint booklet. You can download or order it online – see Publications

Step 1: Take stock

Do you have grounds for a complaint? Not all problems are grounds for complaint – we set out some things that might be.

Go to step 1 >

Step 2: Take action

How to make a complaint – you’ll find some tips to help you present your complaint effectively.

Go to step 2 >

Do

  1. Check whether you have grounds for complaint
  2. Use the firm's complaints–handling process – it's free
  3. Complain as soon as possible when you realise you have a complaint – there are time limits

Don't

  1. Be put off – it's your right to make a complaint
  2. Remain unhappy – do something about it
  3. Delay – it could cost you money