guide to take you through the Ombudsman form step by step. It's a Microsoft Word file so you can easily cut and paste sections, or have it next to you as you fill in the form. If you still have problems filling it in, call the Ombudsman on 0800 0234 567 (0300 1239 123 from a mobile). Do I send the letter / questionnaire to the bank or Ombudsman? In the first instance, send it to the bank. If the bank turns down your complaint, you can then send the same form to the Financial Ombudsman Service later. Which address do I send my letter to: local branch or head office? Contact the company that sold the policy, using the address of the branch you visited first. If the seller was the insurance provider's 'appointed representative', it may tell you to contact it instead. My conversations with the bank were verbal / I've no other evidence, help! Mis-selling's often systemic - in other words, it was part of the standard sales pitch to sell incorrectly - so it's still worth trying. The lender has responsibility to give full details, so is expected to have more evidence. The bank may know it was likely all customers were mis-sold during a specific period. If it won't settle it, make a complaint to the Financial Ombudsman Service. This independent service settles disputes between financial companies and their customers. It's completely free, and will decide if your complaint should be paid. I can't remember