Five steps to complaining
1) Keep a record of all correspondence
Gather together any paperwork, and the names and dates of people you've spoken to. Make sure you keep copies of all this information, so you can refer back to it.
2) Follow the protocol
Complain to the company directly first of all - ideally, through someone you've already been in touch with, or a department that specifically handles complaints. The customer services department will then have eight weeks to respond to your complaint.
3) Stay calm
If you're polite and courteous, there's more chance that your complaint won't be consigned to the scrapheap. Unreasonable behaviour, such as shouting and swearing, can also detract from genuine grievances.
4) Be assertive
Keeping a cool head isn't the same as being overly meek. Don't apologise for the fact you're having to complain, and be firm if the company or a particular employee tries to fob you off with an offer or an apology you're not happy with.
It's also worth regularly contacting the company within the eight-week waiting period to make sure your case is being looked into.
5) Use your contacts
If you're not happy with the company's final response, you can go to the Financial Ombudsman Service and fill out its complaint form. You have six months to do this.
Alternatively, get in touch with us at firstname.lastname@example.org and we will try our best to help you out.
If you’ve have a complaint about a financial service product you have bought but the company you bought it from refuses to resolve your problem after eight weeks, the Ombudsman can help. The Ombudsman will investigate and resolve the matter. The Ombudsman is independent and its service is free to consumers. The Ombudsman may find in the company’s favour but consumers don’t have accept its decision and are always free to go to court instead. But if they do accept an Ombudsman’s decision, it is binding both on them and on the business.