Your customer usually needs to complain to you or to us within 6 years of the problem happening.
If they haven’t done this, we can’t usually investigate the complaint unless the customer makes their complaint within 3 years of becoming aware (or when they should reasonably have become aware) that they had cause to complain.
Time limits for a business to reply
Your business has 8 weeks to consider a complaint. Before this time limit has passed, you should send customer a final response.
What the final response should say
The final response should mention that customer has the right to refer their complaint to the Claims Management Ombudsman at the Financial Ombudsman Service
If the final response doesn't mention the 6 month time limit, then the response isn't valid and the customer can still complain to us after that.
The final response also needs to whether you agree to us looking into the complaint if it’s referred to us. If you say you agree, you can't change your mind later on.