UK · Australia · India
Bank or insurer said no? Take it to the ombudsman.
The ombudsman is free, and in the UK it sided with customers in 30% of the cases it decided last year. But it only takes your case after a proper written complaint and a waiting period. Do both steps right the first time.
Your next step
Formal complaint letter
How to reach the ombudsman
How financial complaints work
First, complain to the firm in writing and say it's a formal complaint. The firm then has a set time to send its final response. If it says no, or doesn't answer in time, you can go to the ombudsman. It's free, independent and can order the firm to put things right.
| Country | Firm must reply within | Then go to | Deadline to escalate |
|---|---|---|---|
| UK | 8 weeks (15 days for payments and e-money) | Financial Ombudsman Service | 6 months after the final response |
| Australia | 30 days | AFCA | 2 years after the final response |
| India | 30 days | RBI Ombudsman (cms.rbi.org.in) | Soon after the bank's final reply |
Do I need a claims company?
No. The ombudsman is free and designed for people to use themselves. In the UK, claims firms are now charged a fee for each case they bring, and they usually take a share of what you win.
Is this legal advice?
No. It's information and letter templates based on each ombudsman's published rules.
Checked 14 October 2026 against the Financial Ombudsman Service's time limits, ASIC RG 271 response times as published by AFCA, and summaries of the RBI Integrated Ombudsman Scheme 2026 (in force from 1 July 2026).