Question 5 of 6 about Making a complaint

What if I’m not happy with the outcome of my complaint?

We’re sorry if you’re not happy with the decision we've taken. If you wish to take your complaint further, you can ask the Financial Ombudsman Service to look into it for you.

The Financial Ombudsman is a free, independent service for resolving disputes between customers and financial services institutions. You'll need to contact them within 6 months of our final response letter – and they'll ask to see the letter as summary of our investigation of your complaint.

If you’re a larger SME and your complaint isn’t eligible for the Financial Ombudsman Service (FOS) then the Business Banking Resolution Service (BBRS) might be able to look at it instead.

They’re a voluntary independent organisation set up to resolve disputes between eligible larger SMEs and their bank. It’s free – you just need to have a business account and an unresolved dispute with a participating bank.

You can see more information or use the service on the BBRS website.

  • By phone

    You can call the Financial Ombudsman Service using with the following numbers.

    From a UK landline: 0800 023 4567

    From a UK mobile: 0300 123 9123

    You can call the BBRS on 0345 646 8825

    Calls to 0800 numbers are free when calling from a UK landline. 03 numbers cost no more than a national rate call and are included in inclusive minutes for mobiles. Charges may apply when calling from abroad.



  • Online

    You can contact the Financial Ombudsman Service (FOS) by email:

    By visiting their website:

    You can email the BBRS at

  • By post

    You can write to the Financial Ombudsman Service at the following address:

    The Financial Ombudsman Service
    Exchange Tower
    E14 9SR

    You can write to the BBRS at

    70 Fleet St
    EC4Y 1EU