our equality and diversity policy
As an employer, service provider and statutory body, the Financial Ombudsman Service is fully committed to ensuring fair treatment of all employees, job applicants, customers and potential customers.
We will not tolerate discrimination or harassment on the grounds of sex, age, gender reassignment status*, pregnancy or maternity leave, disability, colour, race, nationality, ethnic or national origins, sexual orientation, religion or belief or marital/partnership status.
This policy lays out our commitment to this, and compliance should ensure that employees do not commit unlawful acts of discrimination.
equal opportunities
As an equal opportunities employer, we recognise that diversity is a positive attribute and we understand and welcome the differences that a diverse culture brings. We are fully committed to treating people equally and value openness, accessibility, fairness and transparency.
We will avoid unlawful discrimination in all areas of employment, including recruitment, promotion, training, discipline, redundancy and pay and benefits. We will uphold this policy and ensure that all such decisions are made on merit.
Employees who become disabled will be given every reasonable and practicable consideration and opportunity to help them remain in employment.
training
We will provide equal opportunities training to managers and those likely to be involved in recruitment or other decision-making activities, where these issues are likely to arise. We will also provide training to all employees to help them:
- understand diversity issues that may arise during the course of their employment;
- understand their rights and responsibilities in law; and
- create a working environment free from discrimination and harassment.
employee's responsibilities
We expect every employee to help us meet our commitment to creating a positive, diverse culture by upholding this policy.
Special responsibility for applying this policy falls on those employees involved in the recruitment, selection, promotion and training of employees. These special responsibilities may give rise to training needs which we will provide for in our training and development plans.
Any employee or potential employee who believes they have been harassed or discriminated against has a duty to inform their line manager – or if that is inappropriate, then their department head or HR. They will then investigate the complaint and recommend appropriate action.
Any employee who becomes aware of discrimination against another employee or customer has a duty to advise their line manager, department head or HR. They have a responsibility to investigate the matter and recommend appropriate action.
We will not tolerate discriminatory language or behaviour towards our employees or customers. Acts of discrimination, harassment, bullying or victimisation are disciplinary offences which we will deal with under our disciplinary procedure.
The HR director carries the overall responsibility for the application of the equal opportunities and diversity policy, and will be able to deal with any concerns.
the provision of services
We aim to meet the needs of the community we serve, within the framework of our defined role and purpose, by:
- creating a work culture which values diversity, inclusiveness and respect, and empowers our staff to reflect those values in their dealings with the public and all other stakeholders;
- promoting equal access to the Financial Ombudsman Service for all members of the community;
- providing clear, meaningful information about what we do and how we do it to our customers, potential customers and other stakeholders in ways that best suit their needs;
- ensuring that we provide an accessible service to all of our customers, and that our processes allow us to provide that service;
- identifying as early as possible any individual requirements that may need to be met in order for a customer to fully access our service;
- explaining clearly what we are able to do to meet the individual needs of our customers; and
- being responsive to changing needs and requirements.
*Gender reassignment status is defined as “intending to go through, going through or having completed the medical process of gender reassignment, undertaken under medical supervision for the purpose of reassigning a person’s sex by changing physiological or other characteristics of sex”.