frequently-asked questions
This section answers a number of frequently-asked questions (FAQs) about:
complaining to the ombudsman
our independent role
I thought you were meant to be the consumer champion – so why won't you uphold my complaint?
The ombudsman service is completely impartial – just as a judge would be if you took your complaint to court instead of to us. We do not represent any vested interests – we are neither a consumer champion nor an industry trade-body.
We look at complaints independently – and make what we believe is a fair and balanced decision on the individual facts and merits of each case. This may sometimes involve reassuring consumers that the business they are complaining about has treated their complaint fairly, if we believe this to be so.
how often do you find in favour of the consumer?
Like the courts, the ombudsman service is entirely impartial. In about one third of the disputes we settle, we conclude that the consumer was right. In another third of the disputes, we conclude that the business was right. And in the final third, we conclude that the business was right – but explained things so poorly, that it was hardly surprising the consumer didn't understand.
Because of our focus on mediation – settling disputes informally on a "no blame" basis – we're able to resolve many complaints without needing to apportion right and wrong, or decide who is the "winner" and "loser".
We publish the outcome of disputes in our annual review - showing the proportion of cases where we agree with the consumer or the business across the different financial products and sectors that we cover.
does the ombudsman punish or fine businesses?
No. Our job is to settle individual disputes between consumers and businesses providing financial services – where consumers think they have lost out. Our service is confidential. We do not publish the names of the businesses and consumers whose complaints we handle.
We do not write the rules for businesses providing financial services – and we do not monitor (or regulate) businesses to make sure they follow the rules. This is the responsibility of the regulators – for example the Financial Services Authority (FSA) and the Office of Fair Trading (OFT).
can the ombudsman make a business apply a decision on an individual case to all other consumers in the same position?
The ombudsman cannot make a business apply a decision on an individual case to other consumers. However, there is a separate process if a complaint raises issues that have wider implications – for example, because a large number of consumers (or businesses) are involved.
In some instances, action by the regulator, the Financial Services Authority (FSA) – which results in redress being paid to consumers – may be more appropriate than the ombudsman deciding individual cases.