- Settle individual complaints between consumers and businesses providing financial services
- Service is free to consumers
- Look at complaints about a wide range of financial matters – from insurance and mortgages to investments and credit.
Financial Ombudsman Service is completely independent and impartial. This means that when they decide a complaint, they look carefully at both sides of the story and weigh up all the facts.
If they decide a business has treated the consumer fairly, they will explain why. But if they decide the business has acted wrongly – and the consumer has lost out as a result – they can order matters to be put right.
They can resolve many disputes informally and settle a third of cases within three months. But some cases are more complex and take more time. Financial Ombudsman Service aim to settle most disputes within six to nine months.
Consumers don’t have to accept any decision made. They are always free to go to court instead. But if they do accept an ombudsman’s decision, it is binding both on them and on the business.
Financial Ombudsman Service don’t write the rules for businesses – or fine them if rules are broken. That is the job of the regulator.
Monday – Friday, 8am-5pm