Complaints to the Financial Ombudsman jump to 57,000: how to take your bank or insurer to it for free

What's happened

More people are taking their bank, card provider or insurer to the Financial Ombudsman Service. It said on 22 October 2026 that it received 57,000 complaints between July and September, about 3,400 more than in the previous three months.

Current accounts were the most complained-about product, with 10,300 cases, up 16%, and more than half of those were about fraud and scams. Credit cards came next with 6,400, including complaints about unaffordable lending, customer service and section 75 claims. There were 6,300 about car hire purchase and 4,400 about car or motorbike insurance, mostly over how much a claim was worth and who was to blame.

The ombudsman upheld 31% of complaints, leaving aside car finance commission cases. Its Chief Ombudsman, James Dipple-Johnstone, said it's working with industry and regulators "to understand rising complaints about everyday financial products".

Who's affected

Anyone across the UK with a complaint about a bank, building society, credit card, loan, insurer or other financial firm. With Christmas shopping, Black Friday card spending and winter insurance claims ahead, now is a good time to know the process.

What the rules say

• Complain to the firm first. Tell it what went wrong and how you want it put right.
• Give it time to reply. Most firms have up to 8 weeks. For fraud and scams, payment services and e-money, it's 15 days.
• Then go to the ombudsman within 6 months of the firm's final response, or sooner if the firm hasn't replied in time. The 6 months are calendar months, so a final response dated 7 May gives you until 7 November.
• Don't leave it too long. You usually need to complain to the firm within 6 years of the problem, or 3 years from when you realised, or should have realised, you had cause to complain.
• It's free. You don't need to pay a lawyer or claims company. The ombudsman has started charging professional representatives who bring cases.
• New since 1 October. The ombudsman has new powers to dismiss some complaints. The grounds it lists are that a court, law enforcement or another dispute process would suit the complaint better, that there's been no financial loss, and that there's been no material distress or inconvenience.

What it means in pounds: a worked example

This is an illustration, not a real case.

Tom's car is written off in a crash that wasn't his fault. His insurer offers £4,200, but similar cars are advertised for around £5,500. He complains in writing on 1 December, with screenshots of the adverts.

The insurer has until late January to reply. It sends a final response on 20 January, raising its offer to only £4,500. Tom now has until 20 July to take his complaint to the ombudsman. If it agreed his car was undervalued, it could tell the insurer to pay the difference, about £1,000.

Had he used a claims company, he might have handed over part of that payout. Going direct costs nothing.

What to do now

1. Write to the firm, saying what happened, what it cost you and what you want. Keep copies of everything, including dates and names.
2. Ask for a final response if you're not happy with its answer, and note the date on it.
3. Go to the ombudsman if you disagree, or if 8 weeks (or 15 days for payments, fraud and scams) pass without an answer. Use its online form or call 0800 023 4567, Monday to Friday, 8am to 5pm.
4. Show what it cost you. With the new rules, make clear any money you lost or the distress and inconvenience the problem caused.
5. Mind the deadlines. If something like a serious illness or bereavement stopped you complaining in time, tell the ombudsman, as it may still look at a late complaint.

Your questions answered

Will the ombudsman take my case if I've lost very little?

Possibly not, if there's been no real impact. No financial loss, and no material distress or inconvenience, are among the new grounds for dismissing a complaint. If you've lost money, or been caused real stress or hassle, say so clearly.

Do I need a claims company?

No. The ombudsman says you don't need to pay anyone to represent you, such as a lawyer or claims management company, and its service is free.

Can I complain about fraud or a scam?

Yes. More than half of complaints about current accounts in the latest figures were about fraud and scams. Your bank has 15 days to reply before you can go to the ombudsman.

Sources: Financial Ombudsman: 57,000 cases in the second quarter of 2026/27, Financial Ombudsman: next phase of service reforms, Financial Ombudsman: how to complain, Financial Ombudsman: time limits, Financial Ombudsman: contact us