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How to complain about a lender, step by step
If a lender has treated you unfairly, you have the right to complain, and the rules on how it must handle your complaint are set by the FCA.
In short
Complain to the lender first. Tell it what went wrong and how you want it put right, and keep a record. Under FCA rules it must investigate fairly and send you a final response, or explain the delay, by the end of eight weeks. If you are unhappy with its answer, or you hear nothing in time, you can take your complaint to the Financial Ombudsman Service. It is free, and you normally have six months from the final response to do it.
- Complain to the lender first. Most complaints are sorted out at this stage.
- Say what happened, when, and what you want the lender to do about it.
- The lender usually has up to eight weeks to send you a final response.
- If you are unhappy with the answer, or get no answer in time, go to the Financial Ombudsman Service.
- The Ombudsman is free. You do not need to pay a lawyer or claims company.
- You normally have six months from the date on the final response to go to the Ombudsman.
Before you start: check who you are dealing with
The FCA says almost all firms that provide financial services in the UK must be authorised or registered by it. You can use the FCA Firm Checker or the Financial Services Register to see whether a lender is authorised, and to find its contact details.
This matters for your complaint. If you deal with a firm that is not authorised, or does not have permission for what it did, the FCA says you will not have access to the Financial Ombudsman if you want to complain.
Step one: complain to the lender
Every authorised lender must have a process for handling complaints. FCA rules say it must have effective and transparent procedures for handling complaints reasonably and promptly, and should let you complain by any reasonable means. You can usually find how to complain on the lender’s website, in your terms and conditions, in other paperwork it has sent you, or by asking its customer service team.
You do not need special wording. Writing it down, by email or letter, gives you a clear record. Include:
- your name, address and account or agreement number
- what happened and when, in your own words
- how it has affected you, including any money you have lost
- what you want the lender to do to put things right
- copies of any letters, emails, statements or notes of calls that support what you say
Keep a record of everything. Note the date and time of every call, who you spoke to and what was said, and keep copies of what you send. The Financial Ombudsman says this helps it work more quickly if you take your complaint to it later.
Step two: what the lender must do with your complaint
Once a lender receives your complaint, FCA rules say it must investigate competently, diligently and impartially. It must assess the complaint fairly and promptly, offer redress or put things right when that is appropriate, and explain its decision to you in a way that is fair, clear and not misleading.
If you are seriously ill, in financial difficulty or need help urgently, tell the lender as soon as you can. The Financial Ombudsman says that, depending on the circumstances, a business may be able to look at your complaint more quickly.
- Within three business days If the lender sorts out your complaint by the close of business on the third business day after it receives it, and you accept its answer, it must still write to you. That letter must confirm your complaint is resolved and tell you that you may be able to go to the Financial Ombudsman if you later decide you are unhappy.
- If it takes longer The FCA says that unless a firm resolves your complaint within three business days, it must write to let you know it has received it.
- By the end of eight weeks The lender must send you a final response, or a letter explaining why it is not ready to give one and telling you that you can now go to the Financial Ombudsman.
What the final response should tell you
A final response either accepts your complaint and offers to put things right, offers to put things right without accepting the complaint, or rejects it and gives reasons. Under FCA rules it must also tell you that you can take your complaint to the Financial Ombudsman Service if you remain unhappy, and give the Ombudsman’s website address.
It must also say whether the lender agrees to the Ombudsman looking at your complaint if you bring it after the time limit has run out. The Ombudsman says that if a business agrees to this, it cannot change its mind later.
Read the final response carefully and keep it. The Ombudsman will ask to see it.
Step three: take your complaint to the Financial Ombudsman
You can ask the Financial Ombudsman Service to look at your complaint if you have had a final response and are unhappy with it, or if the lender has had the time it needs and you have not had a reply.
The service is free. You do not need to pay anyone to represent you, such as a lawyer or a claims management company. You can ask a family member, friend or someone else you trust to help you.
The easiest way to start is the online complaint form on the Ombudsman’s website. You can also call its helpline on 0800 023 4567, open 8am to 5pm, Monday to Friday. The Ombudsman says it helps if you explain what happened in your own words. Your complaint does not need to be formal or contain legal arguments.
What happens at the Ombudsman
The Ombudsman aims to set up your case within seven days of receiving your complaint. An investigator then looks at what happened, asks the lender for its side of the story, and considers everything fairly and impartially.
The investigator tells you and the lender what they think. If you both agree, the complaint is settled, and the Ombudsman says most cases are resolved this way. If either of you does not accept the investigator’s view, you can ask for an ombudsman to review it and make a final decision.
If the Ombudsman thinks the lender treated you unfairly, it will say what the lender must do to put things right. That could mean correcting a mistake, or paying compensation if you lost out financially or were caused distress and inconvenience. If you accept the Ombudsman’s findings, the business must follow its instructions. Accepting compensation may mean you cannot take the lender to court over the same complaint, so consider independent legal advice if you are unsure.
Time limits to keep in mind
There are three time limits to know about. The Ombudsman can still look at a late complaint in exceptional circumstances, such as a period of serious ill health or a bereavement that stopped you complaining in time, or if the lender agrees.
| What | Time limit |
|---|---|
| Complaining to the lender | Usually within six years of the problem, or within three years of when you knew, or should have known, you had cause to complain, if that is later |
| The lender’s final response | Up to eight weeks for most complaints |
| Going to the Financial Ombudsman | Within six months of the date on the lender’s final response |
If money is tight while you complain
A complaint can take time. If you are struggling to keep up with repayments, keep talking to your lender and get free debt advice now rather than waiting for the outcome. MoneyHelper, StepChange, National Debtline and Citizens Advice all offer free, confidential help, and you never need to pay a company to complain or to deal with your debts for you.
Common questions
How long does a lender have to deal with my complaint?
For most complaints, up to eight weeks. By then it must send you a final response, or explain why it needs more time and tell you that you can go to the Financial Ombudsman.
Do I have to complain to the lender before going to the Ombudsman?
Yes. The lender must have the chance to put things right first. You can go to the Ombudsman once you have a final response, or once the lender has had the time it is allowed and has not replied.
Does it cost anything to use the Financial Ombudsman?
No. The service is free, and you do not need to pay a lawyer or claims management company to represent you.
What if I missed the six-month deadline?
The Ombudsman usually cannot help after six months. It may still look at your complaint if exceptional circumstances caused the delay, if the lender did not send a valid final response, or if the lender agrees to the Ombudsman looking at it.
Can I complain about a lender that is not authorised by the FCA?
Not to the Financial Ombudsman. The FCA says that if you deal with a firm that is not authorised, or does not have permission for what it did, you will not have access to the Ombudsman.
Sources
Every fact in this page was checked against these official sources on 2 November 2026.
- How to complain Financial Conduct Authority
- DISP 1: Treating complainants fairly Financial Conduct Authority Handbook
- DISP 2.8: Was the complaint referred to the Financial Ombudsman Service in time? Financial Conduct Authority Handbook
- How to complain Financial Ombudsman Service
- Time limits Financial Ombudsman Service
- What to expect Financial Ombudsman Service
- Contact us Financial Ombudsman Service
- How to check a firm or individual is authorised Financial Conduct Authority
Written and fact-checked by the PiggyBank editorial team. Last reviewed 2 November 2026. This guide is general information, not financial advice. How we write and check our guides.
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