FOS Escalation Letter Template | Consumer Claims Handbook

#Before You Escalate

✅ You've complained to the company first

✅ You have their final response letter, OR

✅ 8 weeks have passed with no final response

✅ You're within 6 months of their final response

#How to Submit

You can submit to FOS:

Online: financial-ombudsman.org.uk/contact-us (quickest)
Phone: 0800 023 4567 (free)
Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR

#Template Letter / Online Form Content

#Section 1: Your Details

Full Name: [Your name]
Address: [Your address]
Email: [Your email]
Phone: [Your phone number]
Preferred contact method: [Email / Phone / Post]

#Section 2: Company Details

Company Name: [Full legal name of the financial firm]
Your Reference Number: [Account number, policy number, etc.]

#Section 3: What Is Your Complaint About?

[Select all that apply or describe:]

#Section 4: Timeline of Events

[Set out what happened in chronological order:]

[Date 1]: [What happened – e.g., "I took out a PCP finance agreement for £15,000"]
[Date 2]: [What happened – e.g., "I discovered the dealer received undisclosed commission"]
[Date 3]: [What happened – e.g., "I complained to the lender"]
[Date 4]: [What happened – e.g., "The lender rejected my complaint"]

#Section 5: What Went Wrong?

[Explain clearly what the company did wrong:]

I believe [Company Name] acted unfairly because:

[First reason – e.g., "They did not disclose commission paid to the dealer"]
[Second reason – e.g., "They did not conduct proper affordability checks"]
[Third reason – e.g., "They failed to treat me fairly as a vulnerable customer"]

#Section 6: Impact on You

[Explain how this affected you:]

As a result of the company's actions:

I paid £[X] more than I should have
I experienced [financial hardship / stress / inconvenience]
I spent [X hours] trying to resolve this
[Any other impact]

#Section 7: Company's Response

[Summarise what the company said:]

On [date], the company sent their final response. They said:

[Brief summary of their position – e.g., "They claim the commission was disclosed in the small print and reject my complaint"]

I disagree because:

[Your response to their points]

#Section 8: What Do You Want?

[Be specific about the outcome you're seeking:]

I am asking for:

[Primary remedy – e.g., "Refund of commission paid: £X"]
[Interest – e.g., "8% simple interest on the above from [date] to settlement"]
[Compensation – e.g., "£X compensation for distress and inconvenience"]
[Other – e.g., "Removal of negative credit file entries"]

Total sought: £[Amount]

#Section 9: Supporting Documents

I am attaching:

#Section 10: Declaration

I confirm that:

The information I have provided is true and accurate
I understand FOS may share this with the company
I authorise FOS to obtain relevant information on my behalf

Signature: [Your name]
Date: [Today's date]

#What Happens Next

#Tips for Success

✅ Be factual – Stick to facts, not emotions

✅ Be specific – Dates, amounts, names

✅ Be concise – Ombudsmen read hundreds of cases

✅ Attach evidence – Especially the final response letter

✅ State your desired outcome – Don't make them guess