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home » frequently-asked questions

frequently-asked questions

This section gives you quick and easy access to the answers to the questions we're asked most frequently.

We have organised the information into a number of main topics. Just click on the topic you're interested in from the list below.

complaining to the ombudsman

• making a complaint
• complaints we cover
• complaints we can’t help with
• information in different languages
• accessibility and diversity
• how long does it take?
• our independent role
• complaints from businesses, charities and trusts
• if a business goes bust
• complaints from people based outside the UK
• complaints about our service

our publications

• our range of publications
• large print and other formats
• ordering bulk supplies
• licence to print
• copyright
• use of our logo

using this site

• finding my way round
• legal position for website users
• information about website users

information for advice workers

• FAQs for community advice workers

information for researchers

• complaints we deal with
• about the ombudsman service
• official documents
• funding
• procurement
• freedom of information

information for businesses covered by the ombudsman service

before we get involved

• first-time complaint
• complaints-handling rules
• telling consumers about us
• your questions about the ombudsman
• "paying off" consumers
• time limits
• our consumer leaflet
• firms no longer in business

how we handle cases

• the rules
• process and procedures
• differences between us and the courts
• the time it takes
• confidentiality
• your customer relations
• industry insight
• false claims
• third party complaint-handlers
• complaints – not legal pleadings
• basic advice and simplified advice

how we decide cases

• how the ombudsman service reaches decisions
• if you disagree with the adjudicator's view
• hearings
• our knowledge and experience
• complaint outcomes
• judging advice given in the past
• "fair and reasonable"
• consistency
• adjudications as one-off decisions
• "treating customers fairly"
• principles-based regulation

how we award redress

• basis of compensation
• distress and inconvenience
• fines and penalties
• interest rates on ombudsman awards
• checking compensation 
  

our rules & powers

• ombudsman powers
• the rules
• official documents underpinning the ombudsman service
• our senior staff
• our official status
• our relationship with the FSA and the OFT
• who we answer to
• our jurisdiction over former businesses
• final binding decisions
• appeals
• time-bars and the 15-year "long-stop"

handling payment protection insurance (PPI complaints)

handling consumer credit complaints

handling mortgage endowment complaints

our funding

• how we are funded
• calculating the levy
• when the case fee is payable
• free case fees
• paying if no complaints
• why consumers don't pay
• paying if a consumer loses
• charging the consumer if they lose

keeping in touch

• talking to businesses
• regular news updates
• statistics and feedback on complaints trends
• ombudsman approach
• guides to our process
• annual report, budget and corporate plan
• smaller businesses

support for businesses covered by the ombudsman

• complaints prevention
• training, conferences and roadshows
• discussing complaints informally
• news updates
• publications for businesses
• telling consumers about us
• our approach to cases

the standard of service we provide

• our service levels
• disagreeing with an adjudicator
• complaints about our service

our voluntary jurisdiction

complaints data showing individual financial businesses

FAQs for smaller businesses

• listen to this website being read aloud
• download Browsealoud
• sign up for news by email
• help with this site
• downloading PDFs

© Financial Ombudsman Service Limited | last updated 22/07/2011

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