We can help micro-enterprises and small businesses (including self-employed people, partnerships and limited companies), charities, trusts and individuals who act as guarantors for loans to businesses they’re involved in. Read more detail on our “who we can help”page.
Other things that might affect whether we can help with your complaint:
If you’re a small business, we can only look at your complaint if it relates to events that occurred on or after 1 April 2019. But if you’re a micro-enterprise, we may be able to help with complaints about events before that date.
You’ll usually need to have given the business a chance to sort out the problem before you come to us. You then need to contact us within 6 months of the date of their final response.
There might be other time limits that apply to your complaint – find out more about time limits.
There are limits to how much we can tell a financial business to pay you.
Find out about compensation – how we calculate it, and what the limits are.
Generally, we can help with complaints about businesses that provide financial products and services in or from the UK.
For complaints about businesses based outside the UK, you may be able to get help from an equivalent complaints-handling body. If you want to make a complaint about a financial service provider in another EEA country, get in touch with us and we can direct your complaint to the right organisation. Alternatively, contact FIN-NET, the Europe-wide network of financial ombudsmen and organisations dealing with financial complaints.
Complaints we may not be able to help with
We can help most types of small business and micro-enterprise but as well as time limits, there may be other reasons why we may not be able to help with a complaint. For example, we won’t usually look into a problem that’s been decided by a court, or one that we’ve looked at already. To discuss your case, contact us – and if we can’t help, we'll try to let you know who can.
Getting in touch
If you’re not sure whether we can help with your complaint, or have any other questions, contact us.