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Of course, this is only 12 months from last contact with the firm. As I understand it the Ombudsman will already go back to consider matters up to 6 years ago (or 6th October 2010, whichever is later). So if you have a complaint about a matter in December 2010, complain about it in October 2015 and exhaust the complaints procedure of the firm in December 2015 they'll still look at your complaint raised with the Ombudsman in December 2016. This is I believe unless the client "should have known about the complaint or any ground for such complaint" before December 2013. Nice and easy to explain in the reprint (soon required) of our glossy complaints brochure...