Escalating a bank complaint to the Ombudsman

What the Ombudsman for Financial Services does

The Ombudsman for Financial Services (OFS) is an independent body that reviews eligible disputes between consumers and financial institutions. It steps in once a bank complaint has not resolved the issue.

It looks at whether the financial institution treated you fairly, based on the facts and any evidence both sides provide. Its decisions can direct a bank or insurer to act, within the limits of its powers.

This sits alongside other routes, such as a bank recall or a police report, rather than replacing them. If you have not yet raised a bank complaint, start there first.

Why the bank complaint must come first

Before the Ombudsman will look at your case, your bank needs a genuine chance to resolve it. Most complaints go through the bank’s own complaints process first, with a period for it to respond.

If the bank does not respond within a reasonable time, escalating becomes the next step. The same applies if you disagree with its final answer. Keep every email and reference number from the bank complaint, since the Ombudsman will want to see them.

What kinds of disputes it covers

The Ombudsman for Financial Services handles eligible disputes involving banks, insurers, and other regulated financial institutions. This can include how a bank handled a scam-related transaction, a recall request, or a related account issue.

Not every complaint qualifies, and there are limits on the type and size of dispute it will consider. Checking directly with the Ombudsman early saves time if your case falls outside its scope.

What it cannot do

The Ombudsman for Financial Services is not a criminal investigator and does not pursue the scammer directly. Its role is to review how the bank or insurer handled your case, not to catch the person behind the scam.

It also cannot promise a particular outcome, since each case depends on its own facts and evidence. For some situations, a civil claim or a police report may still be the more relevant route.

What to do next

Start with a formal complaint to your bank if you have not already, and keep a written record of every response. Give the bank a fair chance to resolve it before escalating further.

If the complaint is not resolved, or the response feels unfair, prepare your documents. Approach the Ombudsman for Financial Services with a clear account of what happened. Note the outcome for your records either way.

You do not have to manage this alone. Tell us where your complaint currently stands, and we can help you think through the wider recovery routes available.