How to complain about an investment firm or financial adviser (UK)

1. Complain to the firm first

Complain to the firm or adviser in writing, say it is a formal complaint and ask for a final response. Include: account or policy numbers; the advice or transaction you dispute and its date; why it was unsuitable or wrong; the loss you have worked out, if you can; what you want: compensation or the position restored.

2. How long to wait

The firm has up to 8 weeks to send a final response. You can escalate sooner if it sends one earlier.

3. Escalate to Financial Ombudsman Service

Within 6 months of the date on the final response. It is free. It can: compensation worked out by a set method; interest on the loss; awards up to £455,000 for complaints referred on or after 1 April 2026 about acts on or after 1 April 2019. financial-ombudsman.org.uk/consumers/how-to-complain

4. Escalate to Financial Services Compensation Scheme (FSCS)

Only if the firm has gone out of business. It is free. fscs.org.uk

Who does not handle your complaint

The FCA does not resolve individual complaints. The Financial Ombudsman Service does, and the FSCS pays out if the firm has failed.

Where to escalate and the time limits

Time limits run from the date shown in each row. Keep the final response or deadlock letter, because the ombudsman will ask for it.

Evidence to keep

The suitability report or advice letter. Fact-find and risk questionnaire. Statements showing values and charges. Emails and meeting notes. The final response letter.

Guides and definitions

• Section 75 or chargeback: which should you use to get your money back? (Guide)
• Chargeback (A chargeback asks your card provider to reverse a debit or credit card payment under Visa, Mastercard or American Express rules, usually within about 120 days.)
• Ombudsman (An ombudsman is a free, independent body that settles complaints against companies or public bodies once the organisation has had its chance to put things right.)
• Section 75 (Section 75 of the Consumer Credit Act 1974 makes your credit card provider jointly liable with the seller for a single item costing over £100 and up to £30,000.)
• Deadlock letter (A deadlock letter is a company's written final answer to your complaint, which lets you go straight to the ombudsman instead of waiting the usual 8 weeks.)

Get your route with dates and a letter

Complaints about something else

• Energy (gas and electricity) (UK)
• Broadband, landline and pay TV (UK)
• Mobile phone (UK)
• Bank, credit card or loan (UK)
• Insurance (UK)
• Pensions (UK)
• Flights and airlines (UK)
• Trains (UK)
• Parcels and post (UK)
• Online shopping or a shop (UK)
• Council services (UK)
• Housing association or council housing (UK)
• Private landlord or letting agent (England) (UK)
• NHS in England (UK)
• Water (England and Wales) (UK)

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Common questions