The FOS was set up by law to help settle individual disputes between consumers and financial firms.
It is not a regulator, ‘watchdog’, or a trade body or a consumer champion. Its role is to settle disputes, without taking sides.
You must complain to us first, before the FOS can look at your case.
Although it resolves the majority of complaints within six months, some cases can take longer, depending on how complex they are.
You do not have to accept any decision the FOS makes – you are always free to go to court instead. But if you accept an ombudsman’s decision, it is binding on both you and us.
You need to refer your complaint within six months of the date on our final response letter.
Other time limits may also apply if you leave it too long to complain after you know (or should have known) that there’s a problem.
