How can our bank call time on our mis-selling claim?

They dragged things out … then the financial ombudsman told us we were too late to complain

I believe I was mis-sold a loan by our bank in 2008, leaving us with debts we can’t pay. The bank dragged things out so long that, by the time we formally complained and then appealed to the Financial Ombudsman Service, I was told I was out of time. CM, Inkerman, County Durham

The bank, if it rejected your complaint, should have sent you a final letter stating that you had six months from its receipt to complain to the Financial Ombudsman Service. You are allowed to use it within six years of a grievance – in your case the allegedly mis-sold loan – and if it’s been longer, within three years of when you could reasonably be expected to have realised there was a problem. If you complain outside these deadlines some – but not all – companies can object to the ombudsman investigating. Unless you did receive a final letter specifying the six-month complaints deadline and ignored it, you should still be able to appeal to the ombudsman because you are well inside the six years. Check your records and approach them again.

Email Anna Tims at or write to Anna Tims, Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Please include a phone number. © 2013 Guardian News and Media Limited or its affiliated companies. All rights reserved. | Use of this content is subject to our Terms & Conditions | More Feeds

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