Definition
A consumer normally complains to the financial business first. If the complaint is unresolved or the business issues its final response, the consumer may be able to refer it to the Financial Ombudsman Service within the applicable time limit. Eligibility and outcomes depend on the complaint.
Practical example
A complaint about regulated mortgage advice should first go to the firm responsible for that advice.
Why it matters
Keep the firm's disclosure, recommendation, offer, emails and complaint response in case evidence is needed.
MortgageConnector contact and complaintsSource and review
Reviewed 16 July 2026. Product criteria and rules can change.
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