Local resolution 1: All financial institutions have structured complaints procedures and details of these procedures are usually published on their website or are otherwise available in leaflet form from a branch office. . The first contact will usually be local, to the individual you originally dealt with or to the relevant branch of the organisation responsible for the problem.

Local resolution 2: If you feel that the initial response is inadequate you should follow the next step in the organisation's procedures. This usually involves contacting the customer service department at head office. Details will be in the Company's procedures.

Authorities: If you have failed to resolve your complaint with the organisation directly you should be issued with a 'Final response' (the term used in this industry) which should refer you to the Financial Ombudsman Service. If you have not had any response fro eight weeks you can also refer your complaint to the Financial Ombudsman. Further details regarding the Financial Ombudsman Service are given in the link at the bottom of this page.

The Financial Ombudsman Service can help resolve complaints and usually have the authority to award compensation (up to £100,000). They will firstly see if they can help you sort out complaints informally but if necessary will make a final decision on your complaint. If you disagree with the findings of the Ombudsman you are still able to take your matter to court (step 4).

Court: Failing all else you can still go to court to resolve your dispute. Details of small claims court and other procedures are given in the Legal Section of this site. You can also contact the Community Legal Service (justask.org.uk) that gives access to free advice. Otherwise your local Citizen’s Advice Bureau will give you advice and will sometimes organise free legal representation for you.