A well-organised complaint is easier to make and easier for the firm or the Financial Ombudsman Service to assess. You do not need professional help to organise your information — this guide walks you through it.
General information only. Not legal or financial advice. AskFin is not a claims management company.
What information to gather
Start by finding your original agreement or policy document. This is often the most important document. Also look for: any correspondence from the firm at the time of sale; any advice or recommendation you were given; statements or invoices; and any notes you made at the time.
How to request information you do not have
If you no longer have copies of documents, you can request them from the firm using a Subject Access Request (SAR). This is a right under data protection law. It is free. The firm must respond within 30 days. Send the request in writing to the firm's data protection officer or a general contact address.
What to write down
Write a chronological summary of events as you remember them — what happened, when, who was involved and what was said. If any of this was verbal rather than written, note that too. Your recollection of what you were told at the time of sale can be relevant.
How to organise what you have
Keep a folder — physical or digital — with all your documents in date order. Give each document a brief label. This makes it easy to find what you need when writing to the firm or the FOS.
What you need for a Subject Access Request
A SAR letter should include your full name, address, the account or product reference number if you have it, and a description of the information you want. Keep a copy of the letter and note the date you sent it. If the firm does not respond within 30 days, you can report this to the Information Commissioner's Office (ICO).
You do not need to pay for this
Some claims management companies offer to gather information on your behalf for a fee. You can do all of this yourself at no cost. Subject Access Requests are free. Citizens Advice can help you write a SAR or a complaint letter for free.
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AskFin is not a claims management company. This guide is general educational information only.