information for businesses covered by the ombudsman service
This section answers a number of frequently-asked questions (FAQs) about:
how we handle cases
the rules
where are the rules for the Financial Ombudsman Service published?
process and procedures
where can I find an overview of the ombudsman's process and procedures?
differences between us and the courts
why does the ombudsman service work differently from the courts?
the time it takes
how long will you take to resolve a case, once it's been referred to you?
keeping it confidential
can a business submit information in confidence to the ombudsman service?
your customer relations
can we contact the consumer while the ombudsman service is considering a complaint?
industry insight
how does the ombudsman service know what's going on in the real world?
false claims
what is the ombudsman service doing to stop consumers making false claims?
third party complaint-handlers
why do you accept complaints from third party complaint-handlers on behalf of consumers?
complaints – not legal pleadings
does the ombudsman service restrict its work on a complaint to the specific arguments raised by the consumer – as in legal pleadings?
stakeholder products and basic advice
how will the ombudsman service deal with a complaint about the sale of a stakeholder product through the "basic advice" process?