--- title: "Financial Ombudsman Service Explained | Pensions Advice UK" url: https://pensionsadviceuk.com/financial-ombudsman-service/ description: "What the Financial Ombudsman Service does, how to complain about pension advice step by step, the time limits, and how much it can award. Free to use." last_updated: 2026-10-23 publisher: "Pensions Advice UK (a trading name of GAP-GNX Ltd)" language: en-GB --- If something goes wrong # The Financial Ombudsman Service explained A free, independent service that settles complaints about financial firms, including pension advisers. Here is how it works and how to use it. [Request pension advice](https://pensionsadviceuk.com/qualified-advice-request/) Free to enquire. We are an introducer, not an adviser. Important information - Introductions to FCA-authorised advisers - Free to enquire - We call back within the hour, 9am to 5pm weekdays - Details passed on only with your consent **Quick answer:** The Financial Ombudsman Service settles complaints between people and financial firms, including pension advisers and providers. It is free to use and independent. Complain to the firm first. If you aren’t happy with its answer, or it hasn’t replied within eight weeks, you can ask the Ombudsman to look at it. ## What is the Financial Ombudsman Service? It is an independent service set up by Parliament to sort out complaints about financial firms, without you having to go to court. It doesn’t take sides. It looks at what happened and decides what is fair. It is paid for by the firms it covers, so it costs you nothing. Think of it as a referee for complaints. If you and a firm can’t agree, it looks at both sides and makes a decision. ## What it can help with - Advice you think was wrong for you, for example a pension transfer or investment that didn’t suit you - Charges or fees you weren’t told about clearly - Delays or mistakes by a pension provider, such as a slow transfer - Complaints about banks, insurers and other financial firms It can only help with firms authorised by the FCA, which is one reason to [check a firm on the FCA Register](https://pensionsadviceuk.com/check-an-adviser/) before you use it. ## Workplace pension schemes: a different ombudsman If your complaint is about how a workplace pension scheme is run, for example by its trustees or administrators, it usually goes to The Pensions Ombudsman instead. That is also free. If you aren’t sure which one to use, either service will point you to the right place. ## How to complain, step by step 1. **Complain to the firm first.** Explain what went wrong and what you want it to do. Keep copies of everything. 2. **Wait for its final response.** The firm has up to eight weeks to send you a final answer. 3. **Contact the Ombudsman.** If you’re unhappy with the answer, or eight weeks have passed, you can take your complaint to the Ombudsman. You usually have six months from the date of the firm’s final response. 4. **The Ombudsman looks into it.** It may ask you and the firm for documents. An investigator will tell you what they think. If you or the firm disagree, an ombudsman can make a final decision. ## Time limits As well as the six months after the firm’s final response, you usually need to complain within six years of the event, or within three years of when you realised, or should have realised, something was wrong. There are some exceptions, so if you’re near a deadline, contact the Ombudsman anyway. ## What it can award If it agrees with you, it can tell the firm to put things right. That might mean paying compensation, correcting a mistake or paying for distress and inconvenience. **£455,000**The most the Ombudsman can award for complaints referred to it from 1 April 2026 about something that happened on or after 1 April 2019. For things that happened before 1 April 2019, the limit is £205,000. Source: Financial Ombudsman Service. If you accept the final decision, the firm must follow it. If you don’t accept it, you’re free to take other action, such as going to court. ## You don’t need to pay anyone to complain Some claims management companies offer to complain for you and then take a share of any compensation, sometimes a large one. You can complain yourself for free, and the Ombudsman will help you. ## Frequently asked questions ### Does it cost anything? No. The Financial Ombudsman Service is free for consumers. ### Is it part of the FCA? No. It is independent of the FCA, although both were set up by law. The FCA regulates firms. The Ombudsman settles individual complaints. ### How long does it take? It depends on the complaint. Simple cases can be settled in weeks. Complex pension complaints can take several months. ### Can it help if the firm has gone out of business? Not usually. If an authorised firm has failed and owes you money, the Financial Services Compensation Scheme (FSCS) may be able to help instead. ### Can I complain about Pensions Advice UK to the Ombudsman? We are not authorised by the FCA and do not give advice, so complaints about advice go to the authorised firm that gave it. If you’re unhappy with us, please see our complaints policy. ## Related guides - [What is the FCA, and why does it matter to you?](https://pensionsadviceuk.com/what-is-the-fca/) - [FSCS compensation explained](https://pensionsadviceuk.com/fscs-compensation/) - [Check a firm or adviser on the FCA Register](https://pensionsadviceuk.com/check-an-adviser/) - [Our complaints policy](https://pensionsadviceuk.com/complaints-policy/) ## Going to the official Financial Ombudsman Service website You can start a complaint online on the Ombudsman’s website, or call it free on 0800 023 4567. [Go to the Financial Ombudsman Service](https://www.financial-ombudsman.org.uk/) Opens the official website in a new tab. This page stays open. ### Important information Pensions Advice UK is a trading name of GAP-GNX Ltd. We are not authorised by the Financial Conduct Authority and we do not provide financial, investment, pension or tax advice. We act solely as an introducer. The information on this page is general information only. It is not a personal recommendation and should not be relied upon when making decisions about your pension. Whether any course of action is right for you depends on your individual circumstances. When you make an enquiry, we may introduce you to an FCA-authorised financial adviser. Any advice, recommendation or regulated service will be provided by that authorised firm, not by Pensions Advice UK. The authorised firm will explain its services and any fees to you directly before you decide to proceed. FCA-authorised firms may have their own criteria for accepting clients, over which we have no control. The value of pensions and investments can fall as well as rise, and you may get back less than you put in. Past performance is not a guide to future returns. Transferring or combining pensions is not right for everyone and may mean giving up valuable benefits or guarantees. Free and impartial guidance about your pension options is available from the government’s MoneyHelper service, and if you are aged 50 or over from Pension Wise, at moneyhelper.org.uk. Award limits are those published by the Financial Ombudsman Service as at October 2026 and can change. ## Want advice from a firm you can check? We introduce you to FCA-authorised advisers, so you keep the right to complain to the Ombudsman. Request pension advice 020 3778 0939 We’re an introducer, not an adviser. ## Want to speak to an adviser? Start online, or call us. We call back within the hour between 9am and 5pm on weekdays, or the next working day. [Request pension advice](https://pensionsadviceuk.com/qualified-advice-request/) [020 3778 0939](tel:+442037780939) [Call us](tel:+442037780939) [Enquire](https://pensionsadviceuk.com/qualified-advice-request/) --- Pensions Advice UK (a trading name of GAP-GNX Ltd) connects UK residents with FCA-authorised pension advisers and pension tracing services. It is not FCA-authorised and does not give financial or tax advice. It acts solely as an introducer to FCA-authorised firms, who provide any advice and explain any fees before you proceed. This is the text version of https://pensionsadviceuk.com/financial-ombudsman-service/. More pages: https://pensionsadviceuk.com/llms.txt