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. Beforethis time limit has passed, you should send your customer a final response.
What the final response should say
The final response should mention that your customer has the right to refer their complaint to the Claims Management Ombudsman at the Financial Ombudsman Service in the next 6 months.
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 say whether you agree to us looking into the complaint if it’s referred to us late. If you say you agree, you can't change your mind later on.