Our online complaint form – for complaints about claims management companies

Welcome to our online complaint form.

Use this form to make a complaint to the Financial Ombudsman Service about a financial business. You need to have complained to the financial business first.

If you haven’t done so yet, before you complete the form you can:

• read more about read more about how to make a complaint or

• what to expect from our service

• answer a few questions to check your complaint is ready to bring to us and to understand more about the complaints we can look at.

Completing the complaint form

• It takes about 30 minutes to complete this form.

• You will need to complete and submit the form in one go. There is no option to save and return. If you close the form before you submit, you will need to start again.

• Gather the information you need before you start, including:

  • the name of the financial business you're complaining about.

  • dates when you contacted the business, including the date of its final response.

  • your account or policy details.

  • any documents you want to send us to support your complaint, this might include, for example, the final response you have had from the business.

• If you use AI to complete the form or to help prepare supporting documents, you’ll need to check the resulting text is accurate and relevant. If not, it may delay our investigation. Read more about using AI to bring your complaint.

• If you’re making this complaint on behalf of someone else, they will have to complete the declaration section at the end.

You will usually find this on communication from the business, such as letters or emails. Please type it here exactly as it shows on their communications

As mentioned, we can only look into complaints where you've received a final response letter from the business you're complaining about. Or where the business hasn't responded to you within our stated time limits. If you submit a complaint to us before this, we won't be able to get involved and it will take us a lot longer to progress your complaint.

If it has been longer than six months since you received a final response from the business, you are likely out of time to refer the complaint to our service, unless this was as a result of exceptional circumstances. See our time limits page for more information.

• Final Response Letter from the business, or evidence of an email or letter to show you have complained to the business more than 8 weeks ago
• Policy documents (if applicable)
• Finance agreement (if applicable)
• Grant of Probate (if the customer has passed away)
• Power of Attorney (if applicable)
• Any other documented evidence you can provide which you feel is relevant to your case

Our privacy notice sets out how you can expect us to use your personal information when you use our service.

Finally, please agree to this declaration. By signing below, you are agreeing to it.

"I would like the Financial Ombudsman Service to look into my complaint. I confirm to the best of my knowledge everything I have told you is correct."

* If you’re complaining on behalf of a business, charity or trust, please provide your job title.

For complaints involving accounts or policies held jointly, we usually need each person to provide their names above – and we may share details about the complaint with both signatories. Please tell us if there’s any reason this might be a problem for you.
If you have agreed to make this complaint on someone else’s behalf, you will need to ask them to sign and date this form in the space above. You will need to add your own details where prompted below.