You can take a fraud refund complaint to the Financial Ombudsman Service once your bank has sent its final response, or once it has run out of time to reply. You usually have 6 months from the date on the final response to do this. The service is free, independent, and you do not need a lawyer or claims company to use it.
What does the Financial Ombudsman do, and is it free?
The Financial Ombudsman Service settles complaints between consumers and financial businesses, such as banks, building societies and payment firms. It looks at what happened and decides what is fair. If it decides you were treated unfairly, it has legal powers to put things right.
For scams, the Ombudsman might look at whether your bank:
- applied the APP reimbursement rules correctly
- was right to say you were grossly negligent
- took account of any vulnerability
- should have spotted something unusual and stepped in
- handled an unauthorised payment claim properly
The Ombudsman says its service is free for consumers, and you do not need to pay anyone, such as a lawyer or claims management company, to represent you. You can ask a family member, friend or someone else to help. If someone contacts you saying they work with the Ombudsman and asks for a fee, treat it as a likely scam. Read about fund recovery scams.
When can I go to the Ombudsman?
You first need to complain to your bank. See what to do if your bank refuses a scam refund. You can then go to the Ombudsman if:
- you have had a final response and are not happy with it, or
- the bank has had the time it needs to reply and has not done so
The Ombudsman says a business has 15 days to consider complaints about fraud, scams and payment services like bank transfers, and 8 weeks for most other complaints.
What are the time limits?
There are two main time limits:
- 6 months from the final response. You usually need to bring your complaint to the Ombudsman within 6 months of the date on your bank's final response letter. The Ombudsman counts this in calendar months. For example, if the final response is dated 7 May, you have until 7 November.
- 6 years, or 3 years. You usually need to have complained to the business within 6 years of the problem happening, or within 3 years of when you became aware (or should reasonably have become aware) that you had cause to complain.
The Ombudsman may make an exception if there were exceptional circumstances, such as serious illness or a bereavement that stopped you complaining in time. It can also look at a late complaint if the business agrees, or if the business did not send a valid final response.
How do I make a complaint?
- Gather your documents, especially the bank's final response letter. The Ombudsman will ask to see it.
- Use the online complaint form on the Financial Ombudsman website, or call 0800 023 4567. The phone line is open 8am to 5pm, Monday to Friday.
- Explain what happened in your own words. Say what the bank decided, why you think it is unfair, and what you want it to do.
- Add evidence, such as screenshots, statements, your timeline and your crime reference number. See how to preserve evidence.
Keep it simple and factual. You do not need legal language.
How much can the Ombudsman award?
For complaints referred on or after 1 April 2026, about things that happened on or after 1 April 2019, the Ombudsman's award limit is £455,000. Different limits apply to older cases.
This matters for scams where more than £85,000 was lost. The APP rules cap refunds at £85,000 per claim, but the Payment Systems Regulator says you can raise the rest with the Ombudsman.
What happens after I complain?
The Ombudsman will check it can look at your complaint, then an investigator will review the evidence from you and the bank. It will tell you how long it expects things to take. If you or the bank disagree with the investigator's view, you can usually ask for an ombudsman to make a final decision.
Every case is looked at on its own merits, so no one can promise what the outcome will be.
If you would like help preparing your complaint, you can contact us for free support.
Frequently asked questions
Can I go to the Ombudsman if my bank has not replied?
Yes. If the bank has had the time it needs, 15 days for fraud and payment complaints or 8 weeks for most others, and has not sent a final response, you can refer your complaint.
Can the Ombudsman help with a crypto exchange?
The FCA says most crypto activities are not regulated in the UK, so you generally cannot complain to the Ombudsman about a crypto firm. You may still be able to complain about your bank's handling of payments you made. See crypto scam: what to do next.
Do I need a lawyer?
No. The service is designed for people to use themselves. You can ask someone you trust to help.
What if I missed the 6-month deadline?
Contact the Ombudsman anyway and explain why. It may be able to help if there were exceptional circumstances, or if the bank agrees.