Financial Ombudsman: Template Letter Library

What's this about?

If you have composed a good letter to the Ombudsman (or initial complaint to a company) about one of these subjects, please put your letter in the forum for others inspiration. Also see the links below for more template letters from the site.


Hidden in its guidelines, the Ombudsman also says it can add up to £10/hour for the time the consumer spent putting things right.



The Ombudsman can adjudicate on ...

• Bank accounts. As well as Bank Charges reclaiming, it includes incorrect Direct Debits, delayed payments, Setting Off or account admin mistakes.
• Credit cards. Things like unfair interest rate hikes, disputed transactions, credit file defaults, not paying Section 75 claims & Credit Card Charges reclaiming.
• Insurance. Car, Home, Travel, Pet, Roadside Assistance, income protection, critical illness & private medical are now all under the Ombudsman’s remit covering rejected, delayed or unpaid claims & more. Plus, of course, Mis-sold Loan Insurance.
• Pensions & annuities. Wrong advice to transfer out of SERPS, the suitability of the pension or just unfair delays.
• Mortgages and loans. A vast array of issues with lenders or brokers, eg, the way lenders have handled arrears problems.
• Savings & deposit accounts. Incorrectly processed Cash ISA applications or rates not changing as the terms state.
• Mortgage endowments. Eg, Endowment Mis-selling (although time's running out for this).
• More ... Frankly, if it's a financial company, even some investments, then it's likely the Ombudsman is the place to complain if you're not getting anywhere.

Making an effective complaint

First, you must complain directly to the company. If it won't help or takes over eight weeks, then go to the Ombudsman. All it takes is writing a complaint form; think through why it's unfair, and attach evidence if you have it. Like all good writing, the essence of the complaint and the remedy you want should be in the first line.