Complaints and the Financial Ombudsman Service
Complaints in the first instance must go through the lender’s complaints procedure.
If the client is not satisfied with the result, they can escalate it to the Financial Ombudsman Service (FOS) to investigate. Note that you can only go to the FOS once you have received a final response from the financial institution you are complaining about or if it has not responded to your complaint within eight weeks. The FOS is free to use.
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