Financial Ombudsman Service

Complaints they can help with

An introduction to the role of the Financial Ombudsman Service, the complaints we can help with and how to make a complaint.

They provide a free service set up by Parliament to resolve complaints about financial businesses, for example banks or insurance companies. If they decide you’ve been treated unfairly, they have the power to put things right.

To get an idea of whether your complaint is something they can help with before you send it to us, they will ask questions about some of the things they need to know upfront before you send them a complaint. You can do this online, using their complaint checker. If your complaint sounds like something they can help with, it will tell you how to make a new complaint using their online form. Or read through the information on this page first, to find out more about FOS and their role.

Make a complaint

Complaints they can help with
They can help with complaints about most kinds of financial products and services provided in or from the UK – from bank accounts, debt collection and payday loans to insurance and mortgages. See the list below for the areas where they can assist consumers:

Cruises

Going on a cruise ?

Cruises – Tip for travellers :- Make sure your travel insurance includes cruise before traveling – not all of them do, and you may to add this to your current travel insurance.

European Maritime Passenger Rights

https://transport.ec.europa.eu/transport-themes/passenger-rights/maritime_en

We provide info about policy excess, activities or sports, motorbikes & driving abroad GHIC, lost luggage and how to claim. Have a look through our pages, and complete the contact form if you have a question that has not been answered.

We also cover information about medical screening, and medical clearance, and Emergency Medical Assistance as well.

Foreign Travel advice from the FCDO

Do I need a travel vaccination ?

Do I need to get a travel vaccination ? Depending on the country you are visiting you may need to have a travel vaccination. You can visit Travel Vaccinations – NHS to see what travel vaccinations you may need if you are intending to travel.

You can also be vaccinated for flu, chicken pox, meningitis, yellow fever, tuberculosis, cholera, mpox and typhoid to name a few. If you are not sure of your vaccination history check with your GP.

Some local pharmacies in the UK also offer a service for travel vaccinations.

Boots offers the following vaccinations :-

• Cholera* / • Hepatitis A* / • Hepatitis B / • Japanese encephalitis / • Meningitis ACWY / • Rabies

• Tick-borne encephalitis / • Typhoid* / • Yellow fever**

If you don’t take the appropriate precautions, your travel insurance may not cover you.

We also cover information about medical screening, and medical clearance, and Emergency Medical Assistance as well.

Foreign Travel advice from the FCDO

Flight Cancellation

Can I claim for flight cancellation ?

If the airline cancels your flight, it is the usually the responsibility of the airline to arrange a new flight to get you to your destination. Check the terms and conditions for the airline you are traveling with.

Some airlines may offer accommodation following flight cancellation. You may decide to arrange a new flight / accommodation yourself and then see if you can claim it back.

Can I get compensation for a flight delay?

That would depend on the reason for the delay or cancellation of the flight. You are only entitled to claim compensation if the delay or cancellation was within the airline’s control.

Claim up to €600 Back When Your Flight is Delayed in Europe – EU261 Regulation – The delay will have a specific reason given. If the reason is extraordinary (due to weather or Force Majeure ) then compensation is not usually paid.

Force Majeure – this means unforeseeable circumstances that prevent someone from fulfilling a contract.

Force Majeure events can include fire, storms, floods, civil unrest, strikes, war, and invasion.

We also cover information about medical screening, and medical clearance, and Emergency Medical Assistance as well.

Foreign Travel advice from the FCDO

Lost Luggage

Lost luggage can be quite an ordeal if you find yourself arriving on holiday, but your luggage or baggage does not.

What should I do if I my luggage is lost?

It is usual to complete a Property Irregularity Report (PIR) with the handling agent if your luggage does not arrive, or is missing when you go to retrieve it from the luggage belt. This should be done before you leave the airport, as trying to do this after you have left with a damaged suitcase / item may not be possible. The rep for the company you are traveling with may be able to assist you, if there is one.

Iberia / Luggage Tracer Link

TUI

What do I do if my luggage is lost or delayed?

Complete a Property Irregularity Report and then calling the number on the form. For the first 5 days of baggage tracing, please contact the airport where you reported your baggage as missing.

If your luggage has been damaged, please go to www.damagedluggage.com to raise a claim or call them on 01279 813000 and select Option 2. Calls are charged as local rate per minute plus network extras.

Making a claim
TUI have limited liability in cases of delayed delivery and lost or damaged baggage under the Montreal Convention, so you may wish to make a claim through your travel insurance provider. You cannot claim from both your travel insurance provider and the airline.

Easyjet Lost Damaged or Delayed Luggage

If your bag is missing Easyjet will ask you to complete a Delayed Baggage Report at their Baggage Services desk in the Arrivals hall. They will normally use the WorldTracer system, and keep you updated via email and sms on its progress. You can also track your bag online using WorldTracer or you can contact the Baggage Services team directly at the airport.

If they have not found your bag within five days you can contact the Baggage Tracing team via email: secondarytracing@1stflight.co.uk or call on +44 (0)333 577 7070.

Jet2.com

For any loss, damage or delay to your baggage you must in the first instance advise the ground handling staff at your arrival airport and complete a Property Irregularity Report (PIR). If your baggage is delayed, they will try to find your baggage for 5 days and will provide you with their local telephone contact number.

If your baggage has still not been found after 5 days, Central Baggage Services will take over the responsibility of looking for your baggage. They can be contacted on the following numbers:

From within the UK: 0330 660 0815 (call charged at local rate)

From outside the UK: +370 523 63402 (local international rate)

This Call Centre is open 08:00 to 20:00hrs local UK time.

In addition, you will need to write to the address below enclosing a copy of the completed PIR, baggage tag receipt and original purchase receipts (to evidence the age and value of the item), within 7 days for damaged baggage and within 21 days for delayed or lost baggage.

Customer Care Team
PO Box 284
Leeds
LS11 1GE
England