information for businesses covered by the ombudsman service
This section answers a number of frequently-asked questions (FAQs) about:
the standard of service we provide
complaints about our service
who can I complain to if I'm not happy with the service provided by the Financial Ombudsman Service?
We are able to resolve the majority of disputes by making informal suggestions and recommendations. But if you are unhappy with the conclusions we are reaching, please write and tell the adjudicator handling the case.
If we cannot resolve the dispute informally to the satisfaction of both the business and consumer involved, it will be for one of our ombudsmen to make a formal decision on the case. This happens in fewer than one in ten disputes. The ombudsman's decision is final – you cannot appeal to another ombudsman.
We have an entirely separate procedure for handling complaints about the level of service we have provided. We would like to hear from you if you are not happy with the way in which we have dealt with a case – or are dissatisfied with the service we have provided.
Our procedure for complaints about our service standards involves our independent assessor. The independent assessor can carry out a final review of the way in which we have handled a complaint. He cannot get involved in disagreements about the merits of a case – whether we were right to uphold or reject a dispute between a business and a consumer.
The independent assessor is appointed by our board and has official terms of reference. Each year the independent assessor writes an annual report, summarising his findings and recommendations over the year, which our board publishes in full.