Has anyone used the Financial Ombudsman?

[Bumperstump Cummerbund]

I'm considering lodging a complaint, just wanted to hear any experiences, especially with regards to mortgage/insurance related complaints.

[Bumperstump Cummerbund]

Really getting frustrated with these guys now, both our insurance and mortgage lender. We've been doing this paperwork for over 6 months, you'd think they'd accept the damn claim already

[sepata]

I haven't made a complaint, but I work within the complaints department of a major bank (currently on mat leave though). Have you tried contacting your insurance company/lender's internal complaint department yet? Generally that's the best way to start as FOS will recommend you do that first prior to lodging a complaint with them. Financial institutions have up to 45 days to resolve a complaint, but insurance companies have less. From memory it's 14 or 21 days. I have managed a few FOS complaints previously, and work closely with the team who deal with them, so I may be able to answer some questions if you like?