information for smaller businesses
This section gives you quick and easy access to the answers to the questions we're most frequently asked by the smaller businesses we cover – from insurance brokers and independent financial advisers (IFAs), to pawnbrokers and retailers with a consumer-credit licence.
we've received a complaint for the first time. What do we need to do?
Smaller businesses covered by the ombudsman service statistically receive complaints only very rarely. So you may not be used to dealing with an unhappy customer.
First of all, remember that complaints happen even in the best-run companies. And most can be sorted out very early on – through good communication and following the procedures.
Our quick guide – helping you resolve complaints [PDF opens in new window] – briefly sets out what you need to do if a consumer complains to your business. The procedures largely reflect what is generally held to be good customer service. This includes:
- carrying out a proper investigation into the complaint;
- keeping in touch with your customer – and telling them what's happening on their case; and
- telling your consumer about their right to refer their case to the ombudsman service, if they remain dissatisfied.
You can also watch the video-guide we’ve made, with the smaller business in mind, to see how the ombudsman service works.
who can I talk to if I have a question about the ombudsman service?
As a business covered by the ombudsman service, you can get in touch with our free technical advice desk for information on a wide range of issues – from how the ombudsman service works, to our approach on specific technical matters.
Drawing on our experience of resolving tens of thousands of financial services complaints, we can give businesses practical help to nip potential problems in the bud – before they turn into full-blown disputes.
But if you have a question about a specific case that has already been allocated to one of our adjudicators for investigation, you should get in touch with that adjudicator.
Our website also has the answers to over a hundred questions that smaller businesses most frequently ask us – including:
- how can I find out about the ombudsman's approach to cases?
- can we bring a complaint to the ombudsman in our own right as a small business?
- how does the ombudsman service keep in touch with the issues that affect smaller businesses?
- how long will you take to resolve a case, once it's been referred to you?
- what can I do if I don't agree with an adjudicator's view?
- how often do you find in favour of the business rather than the consumer?
- how can you judge a complaint made today about advice given in the past?
- who does the ombudsman service answer to?
- why should a sole trader or partner still be covered by the ombudsman after they have ceased trading?
- why does the 15-year "long-stop" rule not apply to time-bar complaints to the ombudsman service?
- find out more about our role
- put your questions to us
- free of charge
- regional venues across the UK
"introducing the ombudsman" seminars
We run training days and seminars around the UK, aimed at giving smaller businesses the opportunity to learn more about the ombudsman service and how we work.
key points
upcoming training-days and seminars
- Friday 8 October 2010
- Manchester Conference Centre, Weston Building, Sackville Street, Manchester M1 3BB
- to book your place please complete our booking form [PDF or Word format]
- Friday 3 December 2010
- Holiday Inn, Leigh Road, Eastleigh, Hampshire
SO50 9PG
- to book your place please complete our booking form [PDF or Word format]
October 2010
Manchester
December 2010
Eastleigh
as a small business, can we complain to the ombudsman in our own right – about financial products or services provided by other businesses?
Most people who bring complaints to the Financial Ombudsman Service do so in their personal capacity as individual consumers.
But we can also consider complaints brought by "micro-enterprises" (an EU term covering smaller businesses) – as long as they have an annual turnover of less than two million euros and fewer than ten employees.
We handle around 5,000 complaints from smaller businesses each year. We included some case studies – highlighting the issues typically involved in these types of complaints – in a special feature of our newsletter, ombudsman news.
We also take part regularly in trade shows and events such as New Start Wales, New Start Scotland and Business Start-Up expos – to meet people setting up or running their own businesses and to seek their feedback on problems they may have encountered with financial services.
what contact does the ombudsman have with smaller-business trade associations?
We have set up a smaller-business forum involving representatives from over 15 trade associations – ranging from the National Pawnbrokers Association to the Scottish Motor Trade Association, the National Landlords Association to the Forum of Private Business.
We also take part in a wide range of events – including conferences and seminars – run by trade associations and networks representing the smaller-business interest.