The FOS Process for Car Finance Complaints

What is the FOS process?

The FOS process is a free, four-step route: complain to your lender, get their final response, refer it to the ombudsman, then await a decision. The ombudsman reviews both sides and decides what's fair.

The Financial Ombudsman Service is independent of both you and the lender. Its decisions are binding on the lender if you accept them.

When to use the FOS

Go to the FOS only after you've complained to your lender first. Use it if you're unhappy with the lender's reply, or if they don't respond within their time limit.

• You've sent your lender a complaint — see how to claim.
• The lender has given a final response you disagree with, or hasn't replied in time.
• You refer the case within six months of that final response.

How to refer a complaint to the FOS

Referring is free and straightforward: gather your paperwork, send it to the FOS, and let them review it.

1. Complain to your lender first and wait for their final response (usually up to eight weeks).
2. If you're unhappy, gather your agreement details and the lender's reply.
3. Refer the complaint to the Financial Ombudsman Service within six months, for free.
4. Co-operate with the ombudsman's review and wait for their decision.

What it costs

Using the Financial Ombudsman Service is free for you. There's no charge to refer a complaint or for the ombudsman to decide it.

A claims firm can't get you a better hearing — the FOS deals with you directly. You do not need a claims-management company taking a cut.

Check eligibility first

Before you reach the ombudsman, you'll complain to your lender — so start by checking your position.

Estimate with the compensation estimator, then follow the full how to claim steps. Any figure you see is an estimate, not a promise — nobody is guaranteed a payout, and the amount depends on your own agreement.