How to complain about a financial adviser
Start with the firm. Keep a written record of what happened, what you want resolved and the evidence that supports your complaint.
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Complain to the firm first
The FCA says you should first contact the financial business you want to complain about. Explain what went wrong and what you would like the firm to do to put it right.
How long does the firm have to respond?
For many financial complaints, firms generally have up to eight weeks to provide a final response. Different time limits can apply to some complaint types, so check the current FCA and Ombudsman guidance for your circumstances.
When can the Financial Ombudsman Service help?
If you are unhappy with the final response, or the firm has not responded within the applicable timeframe, you may be able to take the complaint to the Financial Ombudsman Service. The FCA says consumers generally need to contact the Ombudsman within six months of the firm's final response.
What should you keep?
Build a short factual account
Start with what happened, when it happened and why you think it was wrong. Separate poor communication, missing service and potentially unsuitable advice. They may overlap, but each requires different evidence. A clear chronology is more useful than a long account that mixes every frustration together.
Attach the engagement terms, relevant report, statements and important messages. Highlight the specific promise or recommendation at issue. If money was lost, explain the sequence without assuming that every market loss was caused by the adviser. Identify what you want the firm to investigate and what outcome you are seeking.
For an appointed representative, identify the legal firm and principal involved at the relevant time. Use verified complaints contact details. A brand name alone may not identify the responsible business, particularly if a firm has changed name, ownership or principal.
Understand the escalation route
For most investment-advice complaints, the firm generally has eight weeks to give its final response. If you are unhappy with that response or the relevant response period has passed, the Financial Ombudsman Service may be able to consider the complaint. Eligibility and exceptions matter, so check its current guidance for your case.
The usual referral deadline is six months from the firm's final response. Other time limits can also apply, including when the event happened and when you became aware of a reason to complain. Do not postpone checking the deadline while informal discussions continue. Keep the final response and its date.
The ombudsman route is free for consumers. If the business has failed, the Financial Services Compensation Scheme may be relevant instead, subject to its own eligibility rules. The FCA can receive information about misconduct but does not normally decide an individual's compensation dispute.
Make the request easy to investigate
An illustrative complaint about ongoing fees could say which annual review was promised, which appointment or work was missed, what attempts were made to resolve it and which charges continued. Attach the service terms and dated correspondence. This gives the firm a question it can answer rather than only a general expression of dissatisfaction.
Ask for acknowledgement and a complaint reference, and keep copies of everything submitted. Explain any communication or accessibility needs. If a representative helps you, understand their authority and charges before signing.
Continue to handle urgent financial decisions separately. A complaint does not automatically stop withdrawals, fees or an investment mandate. If you want an ongoing arrangement changed, state that request explicitly and ask the firm to confirm its effect.
