Online Complaint Form


There are a number of steps you will need to go through to submit an online complaint to us.
Completing our complaint form should take around 30 minutes. It is not, for data protection reasons, possible to save the form mid-way, it must be completed in full.

Step 1
Complain to your Financial Service Provider and allow it the time to try and resolve your complaint
Step 2
Submit online complaint form, give details of your complaint and the referral letter from the Financial Service Provider
Step 3
Preview and submit your complaint

When submitting your online Complaint Form it is important that you present your complaint in a clear and concise manner. You should detail what has happened to date, and how you feel you have a legitimate complaint. On submitting your online Complaint Form it is important that you include copies of relevant documentation. It is vital that you submit the referral letter from the Provider stating that its internal procedure has been exhausted and the complaint cannot be resolved. A facility to upload these documents electronically is available. If you are unable to upload your documents or the attachments are too big, please send them to us in the post or via email with your reference number clearly stated. Your reference number will be issued when you submit this online Complaint.

Fields marked with a red asterisk (*) are compulsory.

Please note that if your Financial Service Provider has either failed to engage with you or a period of 40 days has passed since you made a complaint to it you may submit a complaint to this office without the referral letter from the Provider.

This is an important document.
Please ensure the Form is filled in correctly before sending it to this office.


Section A

Complainant 1


Does this complaint concern a policy or account which is in joint names?

If this complaint concerns a policy or account is in joint names, this form needs to be signed by both account holders or policyholders, with details of the second complainant noted below.

The following address is going to be used for all correspondence

Please note that email is our preferred method of communication for routine correspondence

If you wish SOMEONE ELSE (e.g. a professional advisor or relative) to represent you in this complaint, please give their details here.

Please note that all future correspondence will be sent to this person only

Accessibility and practical needs

Do you require any special assistance?
Do you have any practical needs?

Are you complaining on behalf of a business

Please select which of the below your complaint relates to:

Section D: Your Complaint

*(you may use bullet points or upload a document if necessary)

Is there any other person who might be adversely affected by the FSPO's Decision on the complaint?

If you are seeking payment of a sum of money or if you have suffered a financial loss, please provide any relevant calculations.

Upload Your Documents

Section E: Final Checklist

Have you described your complaint to us and how you would like the complaint resolved?

Have you complained to your provider?

Have you attached a copy of all relevant documentation relating to the complaint?

Time limits apply: Have you confirmed details of the policy/product when it was sold and by whom?

If the complaint relates to a joint policy/account/mortgage etc. Have both policy/account/mortgage holders signed the complaint form?

Is, or has, your complaint been the subject of any legal proceedings (whether ongoing, finalised or pending)?

Has your complaint been before any court?

Has your complaint been before any other tribunal?

Have you previously had a complaint with the Financial Services and Pensions Ombudsman, Financial Services Ombudsman or the Pensions Ombudsman?

Do you wish to involve any other provider in this complaint?
We would like to get your opinion about our service. Please confirm if you agree to receive a survey for this purpose

Section F: Privacy Policy

Section G: Declaration

By submitting this complaint to the FSPO, I understand:

  • Where a complaint has not been settled between the parties, or withdrawn, that complaint will be the subject of a formal Decision in writing from the FSPO, the terms of which will be legally binding on the parties.
  • A Legally Binding Decision of the FSPO is open to review, only by way of an appeal to the High Court not later than 35 days after the date of notification of the Legally Binding Decision.
  • The FSPO routinely gathers and publishes complaint case studies, and also publishes all legally binding decisions made on complaints against financial service providers. Great care is taken to ensure that all information in these publications is anonymised so that individuals cannot be identified by name, address or otherwise.

You need to sign here, even if someone else is complaining on your behalf. If the complaint concerns a policy or account which is in joint names, this Form must be signed by both holders.

Verification Code