Other complaints

For consumers

We often see complaints which aren’t directly related to specific financial products. Find out more about how we can help, and what we can do to put things right.

Types of complaint

To find out more about other types of complaints we receive and how we can help, choose the relevant area below.

How long does it take?

The time it takes for us to investigate a complaint depends on what it's about, how complex it is and how quickly we can get all the information we need. For most complaints relating to fraud and scams, it takes one to two months for us to allocate cases, but can sometimes take longer.

We’re working hard to reduce the time it takes to allocate cases for investigation, so you may hear from us sooner than this.

If you’re facing financial hardship or severe ill health, please let us know.
The Money Advice Service website has a list of online debt advice services where you can get immediate and personalised help, if you’re experiencing financial difficulties.

How long it takes

Covid-19 (coronavirus)

If you've got a complaint or enquiry about how your plans or finances may be affected by Covid-19, we've put together some information to help.

Power of attorney

How we deal with complaints when someone’s lost their mental capacity.

Economic and domestic abuse

Find out more about financial, or economic and domestic abuse, whether you can bring a complaint to us and what will happen if you do.

Complaints about pre-paid funeral plans

From 29 July 2022, funeral plan providers must be regulated by the FCA to sell and administer plans. Find out how we can help if you have a complaint about pre-paid funeral plans.

Complaints that involve gambling-related harm

Find out how we can help if you have a complaint that involves gambling-related harm.

Complaints that involve discrimination

This page offers consumers information about our general approach to complaints involving discrimination.

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