Complaints
How to make a complaint
We take all complaints seriously and aim to resolve them fairly and promptly. This page explains our process and how to escalate to the Financial Ombudsman Service if needed.
Our complaints process
Contact us first
Email complaints@probablybig.co.uk with the details of your complaint. We aim to acknowledge all complaints within 2 business days.
We investigate
Our compliance team will review your complaint fully and may contact you for further information. We aim to resolve complaints within 8 weeks.
We respond
We will send you a final response letter explaining our findings and any action we are taking, or a holding response if we need more time.
Escalate if needed
If you are not satisfied with our response, you may be able to refer your complaint to the Financial Ombudsman Service (FOS) — free of charge.
Financial Ombudsman Service (FOS)
If you are not satisfied with our final response, or if we have not responded within 8 weeks, you may refer your complaint to the FOS. The service is free to consumers.
financial-ombudsman.org.ukSubmit a formal complaint
You can also email complaints@probablybig.co.uk directly.