Lloyd's of London logo

UK complaints handling

Definition of a complaint

Any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service, which:

  1. Alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience and;
  2. Relates to an activity of that respondent, or of any other respondent with whom that respondent has some connection in marketing or providing financial services or products, which comes under the jurisdiction of the Financial Ombudsman Service in the UK.

Definition of a complainant

Eligible complainants are:

  1. Individuals acting for purposes outside their trade, business or profession;
  2. “Micro-enterprises” which are smaller business that have a turnover or annual balance sheet of not more than € 2 million and fewer than 10 employees
  3. A charity with less than £6.5 million annual income;
  4. A trustee of a trust with net asset value of less than £5 million;
  5. Professional clients and eligible counterparties, where the person is an individual acting for purposes outside his trade, business, craft or profession;
  6. A small or medium-sized enterprise (SME) with an annual turnover of no more than £6.5 million and fewer than 50 employees;
  7. Individuals who have given a guarantee or security in respect of an obligation or liability of a person which was a micro-enterprise or small business at the time the guarantee or security was given.

Timescales

A prompt acknowledgement of the complaint, in writing, within 5 (five) business days of the complaint being made. You will be provided with an update on the progress of the investigation of your complaint, in writing, within 4 (four) weeks of the complaint being made.

A final response to be provided within 8 (eight) weeks of receipt of the complaint.

External Dispute Resolution

Financial Ombudsman Service

Exchange Tower

London

E14 9SR

United Kingdom

+44 20 7964 0500 (from outside the UK) 0800 023 4 567 (from inside the UK) complaint.info@financial-ombudsman.org.u

Visit Financial Ombudsman website