How do I report a scam-related dispute to the Financial Ombudsman in the UK?
If your bank or financial firm has not resolved your fraud complaint within eight weeks, escalate to the Financial Ombudsman Service at financial-ombudsman.org.uk.
Last reviewed: 10 June 2026
Explanation
The Financial Ombudsman Service (FOS) is an independent body in the UK that resolves disputes between consumers and financial firms, including banks, insurers, and investment firms. It is not a first-line scam reporter but a dispute resolution service when a financial firm has not handled your complaint fairly.
Before going to the FOS, you must first complain directly to the bank or financial firm involved and give them up to eight weeks to respond. If they reject your complaint or do not respond within eight weeks, you have six months to escalate to the FOS from the date of their final response letter.
The FOS is especially relevant for APP fraud disputes (where you were tricked into authorising a bank transfer), chargeback disputes where the bank has refused to cooperate, and insurance claims that have been rejected. The FOS has binding authority over regulated firms up to set compensation limits, which are reviewed periodically.
To file, go to financial-ombudsman.org.uk and complete the online form. Provide a clear description of the scam, your complaint to the firm, their response, and why you believe the response was unfair. There is no fee for consumers. The process typically takes three to six months but can be longer for complex cases.
Common red flags
- Your bank rejected your APP fraud claim without a clear explanation
- A chargeback was denied despite clear evidence of non-delivery or fraud
- The bank took longer than eight weeks to respond to your written complaint
- An insurance claim for fraud losses was rejected with vague reasoning
- The firm's final response letter contained factual inaccuracies
What to do now
- Complain to the financial firm in writing first and keep a record
- Wait up to eight weeks for their formal response
- If unsatisfied, escalate to the FOS at financial-ombudsman.org.uk within six months
- Provide the firm's final response letter and all supporting evidence
- Also report the underlying scam to Action Fraud if not already done
- Visit /recovery for a timeline of UK complaint escalation steps
Frequently asked questions
Is the Financial Ombudsman free to use?
Yes. The FOS is completely free for consumers. Financial firms pay a case fee when a complaint is escalated, which incentivises them to resolve complaints directly rather than have them reach the Ombudsman.
Does the FOS decision bind my bank?
Yes. If you accept an FOS decision, it is legally binding on the financial firm. You retain the right to reject the decision and pursue other legal avenues if you are not satisfied.