Our role is to investigate complaints

The Financial Ombudsman Service is a free service, set up by Parliament in 2001. We investigate complaints about financial businesses – companies that provide products and services like bank accounts, credit cards and loans, insurance policies, pensions, savings and investments.

If we decide that a financial business hasn’t treated a customer fairly, we have the power to put things right. We can also look at complaints about claims management companies – that is, businesses who handle claims for compensation on behalf of consumers.

We can help you if you are: 


  • an individual or joint customer of a financial business 
  • a small business or ‘micro-enterprise’, or 
  • a charity or trust 


Sometimes we can’t help, but we’ll tell you about other organisations who may be able to. The most common reasons why we can’t help are:


  • if we’ve looked at it already
  • if the courts have made a decision about the case, or
  • if it’s outside the time limits 

If you’re not sure, please contact us to discuss what’s happened.  

Case studies

Melanie’s current account switch didn't go as smoothly as she expected

Melanie moved her bank account after seeing a current account switch offer with an attractive financial reward – and a set of conditions.

Banking and payments

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Evan’s bank blocked payments on his current account

The bank made sure Evan could withdraw cash and pay bills but was concerned large sums may be leaving his account due to coercion or fraud.

Banking and payments

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Blocks on payments mean that Tesh and Iona lost out on an investment

Unusual activity on their joint current account meant the bank wouldn't lift payment restrictions without proof of identification in branch.

Banking and payments

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