Each time you complain, a financial company needs to give you a final response. This response must mention the ombudsman's free service, and it can get in trouble if it doesn't.
If you don't get a final response, or it doesn't mention your right to use the ombudsman within six months of its letter, your timeframes are extended. In this case, you've three years from when you knew you could make a complaint OR six years from the event you're complaining about taking place. The Ombudsman has a helpful page outlining the timescales you can expect.
If you're still within these timeframes and would like to pick up a complaint where you left off, simply contact the ombudsman and ask it to take on your case. The Complain to the Financial Ombudsman section above includes links to the forms and a free guide to filling them in.
If you're re-opening your complaint, we suggest you include any original letters you still have, and mention that fact in the 'any other details' section on page three of the form. Here's some suggested text to help:
I am re-opening this complaint due to not receiving full and correct details of my right to use the ombudsman service following my original complaint in ENTER DATE.