When a bank or company aren’t meeting their obligations, or even mistreat you as a customer, you may feel the urge to go straight to the Financial Ombudsman. Don’t. There are a few steps to take first, and a few things to avoid. The Financial Ombudsman acts as a last resort in case the two parties can’t agree. For them to consider your case, you have to make a serious effort to resolve it yourself.

1. Try to Resolve the issue directly with the Company

Whatever the issue is, it’s obviously important to you if you’re even considering going to the Ombudsman. So the first thing to do is contact the company directly. Explain in detail what happened and how you feel you’ve been treated unfairly (or inadequately). It’s important to remember the person you’re dealing with is just a representative of the company, so try not to take your frustration on them.

By all means, communicate any wrongdoing and express how disappointed you are with the service, just remember the person on the line (or at the branch) is just doing their job and is there to help you.

2. File a formal complaint within the Company

If speaking to the company directly didn’t yield any progress, and you feel you’ve given them reasonable time to deal with your issue, it’s time to file a formal complaint. A formal complaint is one they have to investigate, reach a conclusion and communicate it to you. You’ll also receive a letter in the post detailing everything.

When you write one up, be sure to give as much detail as possible. Photos, screenshots, video screen grabs if you’re able to (and if relevant).Include evidence to show you’ve done your absolute best to resolve it; emails, live chats, time you’ve spent waiting on the line.

Again, and this is crucial, detail everything factually and present it as objectively as possible. If emotions are running high, for example you feel you’ve been discriminated against, take a day or two. You’re sort of acting as your own lawyer. Present the facts. Always be professional and respectful.

3. Notify them you’re contacting the Financial Ombudsman

If the formal complaint hasn’t gone your way and you feel it’s unjust, your next course of action is to go to the Financial Ombudsman. From personal experience, it’s also worth letting the company know you intend to do so. Express how you’ve done your very best to resolve the issue, and they haven’t lived up to their standards. This isn’t a trick, just a way of giving them one more chance to put this right. If they still see it the same, go ahead and contact the Financial Ombudsman.

Contacting the Financial Ombudsman

When drafting your complaint, The Financial Ombudsman will guide you through the process. They will also reiterate everything I’ve said so far: Timeline, factual information, and evidence of all the above. Additionally, they will ask you how you see the case resolved; for example, whether you’re seeking financial compensation or not.

A Word of Caution

Filing a complaint with the Financial Ombudsman is a lengthy process. Sometimes, it can take over a year. And if like me, you’re not confrontational by nature, it’s not the nicest process to go through. So do your very best to resolve the issue on your own, and only use it if you feel like you don’t have a choice.