Complaint Policy

How to complain

Letting us know when and why you are not happy gives us the opportunity to put matters right for you in a transparent way and improve our service for everybody else. 

What we do

No matter how you communicate with us, we’ll listen and endeavour to act on your needs. Once you've contacted us, we'll do our best to resolve any complaints within 10 working days. If we need more time to complete our investigations, we will keep you updated with our progress.

FSB is a membership organisation that works together with carefully selected partners to provide services such as legal or financial advice to our members.

What we’re unable to do

Membership of FSB or use of our logo does not mean we endorse, audit or regulate the work of our members and we are not an ombudsman service.

As such, we are unable to help directly in any disputes about products or services purchased from our members. We will signpost you to the correct advice, or if possible the relevant authority, to help you resolve the matter.

How to get in touch

There are three ways you can get in touch with us. Whichever way you choose, in order to help us resolve your complaint, we’ll need to know the following things:

  • Your name
  • Your email / membership number so we can record your concerns
  • A description of your concern
  • What you’d like us to do to put things right
  • A daytime phone number and the best time to contact you


Many of our members find the easiest and quickest way to sort things out is by picking up the phone. Often the person you speak to can resolve your complaint there and then.

Our Customer Service Team can be reached by calling 0808 20 20 888. Our opening hours are 9am – 5pm (UK time), Monday to Friday, excluding Bank Holidays. 


Sometimes it’s easier to type out your thoughts in a quick message, so feel free to either:

Should we need to discuss any confidential information with you, we may call you.


Alternatively, you may choose to write things down in a letter, but please remember to factor the postal service into our response time.

You can write to us at Customer Care Team, FSB, Sir Frank Whittle Way, Blackpool, FY4 2FE

If you're still not happy

If for any reason you're not happy with our response, please let the person or team that handled your complaint know.
We then have the opportunity to see if there is anything further we can do. Once we're satisfied we've considered all aspects of your complaint, we will send you our final response.