Can the Financial Ombudsman refuse my scam complaint because I reported it to the police?

It has a discretionary power to dismiss a complaint where relevant issues are being dealt with by a law enforcement body, but it has said there will be no blanket application. It is aimed at cases where the outcome of an official investigation is fundamental to deciding what is fair. Keep reporting the crime, and make clear that your complaint is about what the bank did or did not do.

Do the new dismissal rules apply to my complaint?

The new grounds in DISP 3.3.4C apply to complaints referred to the ombudsman on or after 1 October 2026. Complaints referred before that date stay under the earlier rules. The clarified fair and reasonable test applies to both current and future complaints.

My bank offered to refund half. Should I accept it before going to the ombudsman?

Read the wording first. If you sign a full and final settlement knowing you could have gone to the ombudsman, it may decide not to look at the complaint. If you think the offer is too low, you can refer the complaint instead and explain why, with figures. The ombudsman has said it will not rely on an open offer where further investigation is needed.

What is the registration pilot for fraud and scams cases?

From October 2026 the ombudsman is testing a registration stage on fraud and scams complaints, with information requests and case management happening earlier so cases are ready when they reach an investigator. Cases are still accepted under the current arrangements. Formal rules for registration will follow a consultation on case fees, not before April 2027.

Is there still a deadline for going to the Financial Ombudsman?

Yes. You normally have 6 months from the date of the bank's final response to refer your complaint. If the bank has not answered within 15 business days for a payment complaint, or 35 business days in exceptional cases after a holding reply, you can refer without waiting.

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The Financial Ombudsman Has New Powers to Turn Complaints Away. What It Means if You've Been Scammed

New Financial Ombudsman rules from 1 October 2026 widen the grounds to dismiss complaints. What they mean for scam refund complaints, and…