If you’ve raised a complaint against a financial services company – whether a one-man-band financial adviser or a multinational car finance provider – you might be wondering what to do next if you’re unhappy with their response.
All financial claims must begin with a direct complaint to the company. This gives the business an opportunity to review and resolve the issue before further action is taken. In an ideal world, this would be where things are settled – quickly and fairly.
But what happens when it doesn’t?
- What if the company rejects your complaint outright?
- What if they offer compensation that doesn’t reflect your losses?
- What if they ignore your complaint completely?
This is where the Financial Ombudsman Service (FOS) comes in.
The Financial Ombudsman: What You Need to Know
The FOS is an independent service designed to review financial complaints fairly. If you’re unhappy with how a company has handled your case, the FOS has the power to assess your complaint and decide whether you’re owed financial redress.
Every regulated financial firm is legally required to inform you of your right to escalate your complaint to the FOS – whether they offer you compensation or not.
For large financial institutions, this process is usually followed correctly. However, smaller companies and independent advisers sometimes fail to provide this information. Some:
- Handle complaints informally, without proper records.
- Fail to mention the Ombudsman at all.
- Leave customers unaware that they had the right to escalate their complaint.
Why does this matter? If you were never informed of your right to take your complaint to the FOS, you may still be eligible to bring a case – even if the usual deadline has passed.
Can You Still Escalate Your Complaint?
Even if your complaint was made years ago, you might still have the right to take it further – as long as it falls within the last 15 years.
You may still be able to claim if:
✅ You complained to a regulated financial company (such as a financial adviser, pension provider, car finance company, or any financial services business).
✅ You were not satisfied with the response.
✅ The company failed to inform you that you could escalate the matter to the Financial Ombudsman Service.
✅ You received some compensation, but it wasn’t what you believe you were entitled to.
Even if your complaint is officially time-barred, you could still have grounds to seek compensation. (For more on time limits, check out our article: Why Acting Now Matters).
What Should You Do Next?
1. Check Your Documentation
Look for any written responses to your complaint – especially anything that mentions the Financial Ombudsman Service. If the company never told you about the FOS, you may still be able to claim.
2. Request Your Complaint Records
If you don’t have the paperwork, you can request it directly from the company or adviser who handled your case. They are legally required to keep records of customer complaints.
3. Let Us Handle it for You (No-Win, No-Fee)
If this all sounds like a hassle, we can do the hard work for you. At Claim My Loss, we:
✅ Investigate your complaint and retrieve the necessary documentation.
✅ Escalate your case to the Financial Ombudsman Service – on your behalf.
✅ Work on a no-win, no-fee basis – so if we don’t win, you don’t pay a penny.
✅ Offer a free consultation – speak to one of our experts and find out if you’re eligible.
Time Matters – Act Today
Many people give up too soon after receiving an unfair complaint response, assuming they’ve hit a dead end. But if you were never told about your right to go to the Ombudsman, you could still be entitled to compensation.
So, take a few minutes to check. You might find that you still have a valid claim – and money owed to you. Let’s make sure you don’t leave anything on the table. We’re here to help.
Book a free consultation with our team today.
We’ll assess your case, explain your options, and help you get the compensation you deserve.
