How to Complain to a Lender
If you have a problem with a UK lender, bank or credit provider, you have the right to complain. There is a clear process — starting with the lender itself and, if needed, escalating to the free Financial Ombudsman Service.
General guidance only. This page provides general information about the UK financial complaints process. It is not regulated financial or legal advice. Time limits and procedures can vary — always verify current rules directly with the Financial Ombudsman Service.
The Complaints Process — Step by Step
Use the lender's own complaints process
- ‣Look for the lender's complaints contact details — this is usually on their website under "complaints" or in your credit agreement.
- ‣Put your complaint in writing (email or letter) and keep a copy. Include your account details, what went wrong, when it happened, and what outcome you are looking for.
- ‣The lender must acknowledge your complaint within 5 business days.
- ‣For most complaints, the lender has 8 weeks to send you a final response. For payment services complaints, the limit is 15 business days (or 35 in exceptional circumstances).
Financial Ombudsman Service — if needed after 8 weeks
- ‣If the lender has not resolved your complaint within 8 weeks, or if you are unhappy with their final response, you can refer your complaint to the Financial Ombudsman Service (FOS).
- ‣The FOS is free for consumers. It is independent of the lender and the FCA.
- ‣Contact the FOS at financial-ombudsman.org.uk or on 0800 023 4567.
- ‣You generally have 6 months from receiving the lender's final response to refer to the FOS.
Time Limits — What You Need to Know
Do not wait too long to complain
Time limits apply to referring complaints to the Financial Ombudsman Service. If you miss them, the FOS may not be able to consider your complaint. As a general rule:
- 6 yearsfrom the event you are complaining about (e.g. when a mis-sale occurred), or
- 3 yearsfrom when you knew (or should reasonably have known) you had cause to complain — whichever is later.
- 6 monthsfrom receiving the lender's final response letter — to refer to the FOS. Do not let this pass.
Time limits can vary depending on the type of complaint and specific circumstances. Always verify directly with the Financial Ombudsman Service at financial-ombudsman.org.uk.
The Financial Ombudsman Service is Free
The FOS is a free, independent service for consumers. You do not need to pay anyone to use it.
Do not pay a claims management company
Claims management companies (CMCs) typically charge 25–30% of any redress you receive. Since complaining directly to your lender and the FOS is free, you generally do not need to use a CMC. Citizens Advice (0800 144 8848) can help you complain at no cost.
Keep Records of Everything
Good records significantly strengthen a complaint, especially if it reaches the Financial Ombudsman Service.
- ‣ Copies of all letters and emails to and from the lender
- ‣ Notes of phone calls — date, time, name of person you spoke to, what was said
- ‣ Original credit agreements and any marketing material or illustrations you were given
- ‣ Account statements showing balances, payments and charges
- ‣ The lender's final response letter (this starts the 6-month FOS clock)
Motor Finance and PPI — A Note
If your complaint relates to motor finance — particularly discretionary commission arrangements between dealers and lenders that may have affected the interest rate you paid — the FCA has been conducting a significant review of this area. Many complaints are being considered by the FOS.
For PPI (payment protection insurance), separate time limits and FCA guidance apply. Check the FCA website at fca.org.uk for current guidance.
Frequently Asked Questions
How long does a lender have to resolve my complaint?
Under FCA rules, a lender must acknowledge your complaint within 5 business days. For most complaints they have 8 weeks to send you a final response (or a letter explaining why they need more time). If 8 weeks pass without a final response, or if you are unhappy with the final response, you can refer your complaint to the Financial Ombudsman Service.
What is the Financial Ombudsman Service?
The Financial Ombudsman Service (FOS) is a free, independent service that settles disputes between consumers and FCA-regulated financial firms. It is free for consumers to use. You can contact the FOS at financial-ombudsman.org.uk or on 0800 023 4567. The FOS can award compensation if it finds in your favour.
Is there a time limit for referring to the Financial Ombudsman?
Generally, you must refer your complaint to the FOS within 6 years of the event you are complaining about, or within 3 years of when you knew (or ought reasonably to have known) you had cause to complain — whichever is later. Time limits can vary in some circumstances; always check with the FOS directly at financial-ombudsman.org.uk.
Should I use a claims management company to complain to my lender?
In most cases, no. Making a complaint to your lender and to the Financial Ombudsman Service is free and straightforward. Claims management companies (CMCs) typically charge fees of 25–30% of any redress you receive. Since the FOS is free to use, paying a CMC is generally unnecessary. Citizens Advice (0800 144 8848) can help you complain for free.
What evidence should I keep when making a complaint?
Keep copies of all correspondence with your lender — letters, emails, live chat transcripts, notes of phone calls (date, time, who you spoke to, what was said). Keep original documents such as credit agreements, statements and any marketing material you received. Evidence is particularly important if your complaint goes to the Financial Ombudsman Service.
What if my complaint is about motor finance or PPI?
Motor finance complaints — particularly about commission arrangements — have been the subject of significant FCA attention and ongoing review. If you believe you were mis-sold a motor finance product or paid excessive interest due to a commission arrangement, you can complain to your lender. The FOS is reviewing many such cases. PPI complaints have separate rules; check the FCA website for current guidance on PPI time limits.