Before you go to the Ombudsman
You need to complain to the lender first. They have 8 weeks to send you a final response. You can go to the Ombudsman if you’re unhappy with that response, or if 8 weeks have passed without one.
Deadlines
You usually have 6 months from the lender’s final response to refer your complaint. The complaint itself usually needs to be about something in the last 6 years, or within 3 years of when you realised you had reason to complain.
How to refer
You can start online at the Financial Ombudsman Service, or call 0800 023 4567. Give them your complaint letter and the lender’s response. It’s free, and you don’t need a claims company or solicitor.
What happens
An investigator looks at both sides and gives a view. If you or the lender disagree, either can ask for an ombudsman’s final decision. If you accept a final decision, the lender has to follow it.