Timelines, required evidence, and what to expect from the FCA complaints process — a step-by-step guide for UK investors.
Step 1: Complain to the Firm First
Before going to the FCA, you must first complain directly to the firm. Send a formal written complaint by email and post. The firm has eight weeks to respond. Keep copies of everything.
Step 2: Financial Ombudsman Service
If the firm does not resolve your complaint within eight weeks, or if you are unhappy with their response, you can escalate to the Financial Ombudsman Service (FOS) at financial-ombudsman.org.uk. The FOS is free to use and can award compensation up to £415,000.
Step 3: Report to the FCA
Report the firm to the FCA at fca.org.uk/consumers/report-scam-unauthorised-firm. The FCA does not handle individual complaints — that is the FOS’s role — but your report contributes to regulatory intelligence and may trigger an investigation.
What Evidence to Provide
- Account statements and transaction records
- All communications with the firm (emails, letters, call recordings if available)
- Marketing materials you received
- The firm’s FCA registration number (if they claimed to be authorised)
- A clear timeline of events
Timelines
FCA investigations can take months or years. The FOS typically resolves cases within 90 days for straightforward complaints, longer for complex cases. Do not delay reporting — there are time limits on FOS complaints (generally six months from the firm’s final response).