Complaining about a bank in the UK: 8 weeks for the firm, 6 months for you

A dispute with a bank, insurer or lender in Britain almost never goes straight to court. Between you and the court sits the Financial Ombudsman Service, which handles complaints free of charge. Its deadlines are strict, and a missed one closes the door entirely. Here is the order of steps.

Where does a complaint start?

With the firm, not the ombudsman. You complain first to the financial business — bank, insurer, lender, payment service. The ombudsman takes the case only once the firm has replied or run out of time to reply.

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How long does the firm get to respond?

Up to eight weeks for most complaints. The service puts it this way: "For most complaints, a business has up to 8 weeks to consider a complaint".

There is a faster category: for complaints about fraud, payment services and electronic money, the firm has only 15 days. That matters for anyone whose money has left their account — there the clock runs in days, not weeks.

What if the firm says nothing?

Go to the ombudsman without waiting. If the firm misses its deadline, the case can be referred on — the silence itself is grounds.

How long after the firm's answer?

Six months from the date of the final response. It is counted in calendar months from the date on the final response letter, not from the day you read it.

After that the service usually cannot help. There are exactly three exceptions: the delay was caused by exceptional circumstances; the firm did not send a proper final response; or the firm itself agrees to the complaint being looked at late. And that agreement is final — the firm cannot change its mind afterwards.

Is there an overall long-stop deadline?

Yes, and it runs separately from the six months. A complaint to the firm normally has to be made within one of three windows:

— 6 years of the problem happening;
— 3 years of becoming aware that you had cause to complain;
— 3 years of when it would be reasonable to expect you to have realised.

The second and third exist for problems that surface years later: a mis-sold policy, a hidden charge, a contract term the customer only learned about afterwards.

What counts as exceptional circumstances?

The service gives serious ill health and bereavement during the relevant period as examples. The key test is that the circumstances actually stopped you acting in time: "these circumstances prevented you from referring your complaint". Being busy, or not knowing the deadline existed, does not qualify.

What does it cost?

Nothing. The service states plainly: "Our service is free and easy to use". There is no need for a solicitor or a claims management company — a middleman will not speed it up, but will take a share of any award.

How do you check the firm is covered?

Through the FCA's Financial Services Register, which also holds the official contact details of regulated firms. Do this before complaining: if the business is not regulated, the ombudsman route is closed and the dispute has to go another way.

The sequence in one line

Complain to the firm, wait up to 8 weeks (15 days for fraud and payments), get the final response, then refer to the ombudsman within 6 months. And keep the outer frame in mind: 6 years from the event, or 3 years from when you realised.