How to Complain About Equity Release Advice

Step 1 – Contact the Firm

Raise your complaint directly with the adviser firm or lender in writing. Explain what happened, why you believe the advice was unsuitable, and what outcome you are asking for.

What to include in your first complaint

Include policy or account references, key dates, and a short summary of your concerns linked to evidence.

Step 2 – Allow the Firm to Investigate

Firms should investigate and issue a formal response. Keep copies of all letters and emails while the review is ongoing.

Keep communication clear

If you speak by phone, send a follow-up email confirming what was discussed.

Step 3 – Escalate to the Financial Ombudsman Service

If the firm does not resolve your complaint, you may be able to refer the matter to the Financial Ombudsman Service (FOS), subject to eligibility and time limits.

Use official guidance

For current process details, check the official FOS website directly.

What Evidence May Help Your Complaint

• Suitability reports and recommendation letters
• Key illustrations and cost projections
• Meeting notes and adviser emails
• A timeline showing when concerns became clear

Structure helps

A short, organised complaint pack is often easier for reviewers to assess than a large unstructured bundle.

Time Limits for Complaints

Time limits can apply both at firm level and when escalating to the Financial Ombudsman Service.

Confirm current limits

Always verify the latest rules through official channels before submitting or escalating.